Director of Client Relations

Northwestern Mutual
Job Description

General Responsibilities

 The responsibility of the CRC Director is to be an entrepreneurial leader running the network office’s Client Relations Center (CRC) as a business unit.  The CRC Director has responsibility of ensuring that the financial security needs of the unassigned ("orphan") client base (which comprises approximately 25% of the network office client base) are met.  The CRC Director coaches and supports a team of financial representatives who reconnect with the unassigned clients to build financial security through planning, service and sales. The CRC Director will report to the Director of Operations.

Specific responsibilities include but are not limited to:

Business Strategy

  • Defines and executes a CRC business strategy that aligns with the network office vision
  • Creates annual CRC plan to execute the strategy
  • Drives revenue and manages expenses for the CRC
  • Defines and executes the marketing strategy for the CRC
  • Defines and executes a communication plan to engage all leadership, financial representatives and office staff
  • If districts are present, collaborates with the Managing Partner to decide whether the districts’ clients should be managed by being centralized at the network office, decentralized or as a hybrid
  • Develops the customer service model, including who provides the service to the unassigned clients, and partners with the Director of Operations to determine the infrastructure needed to support that model in order to provide a consistent client experience

Business Operation

  • Oversees the activity of the financial representatives on the CRC team
  • Sets and communicates the CRC team expectations on an annual basis
  • Determines the criteria for participation on the team
  • Defines training needs and partners with experts within the network office and home office to execute the training
  • Sets yearly CRC goals aligned with the network office, leveraging and supporting programs such as Core Coalition, technology adoption and Planning the NM Way
  • Conducts monthly (recommended) accountability meetings with the financial representatives
  • Conducts quarterly (recommended) CRC team meetings with the financial representatives which may include production salutes, guest speakers, sharing and team collaboration
  • Partners with network office Director of Development on financial representative CRC activities

Oversees all functions and partners with the Director of Operations to determine staff needs relative to the network office’s unassigned client base

  • Partners with the Director of Operations on the interviewing and hiring of quality CRC support staff as needed
  • Maintains credentials and ensures only appropriately credentialed staff service unassigned clients
  • Provides timely coaching and input into performance feedback

Communicates

  • Goals and accomplishments promoting the CRC to the network office and district leadership, financial representatives and staff

Tracks production and activities for:

  • Leads generated, financial representative activities related to appointments kept, and cases open
  • Production related to sales
  • Revenue and expense

Client Management

  • Maintains unassigned client data
  • Provides support for client transitions due to planned or unplanned financial representative transitions  
  • Handles incoming service requests relating to all Northwestern Mutual products per the defined service model
  • Responds to regulatory requirements

Lead Generation

  • Proactively reconnects with unassigned clients
  • Identifies clients for sharing with financial representatives
  • Researches clients
  • Shares and manages clients with financial representatives

Qualifications

  • Bachelor’s Degree, preferably in business, marketing or related field, or equivalent combination of education and experience
  • Licensing Requirements  (Series 6 & 63 or Equivalent)
  • Advanced knowledge of Microsoft Office applications (Word – mail merge & Excel – pivots, filters, and sorts)

Competencies

  • Strong ability to enlist or motivate the cooperation of others to participate in or join an effort making an effective team, influencing others without authority
  • Strong coaching to hold others accountable to commitment and skillfully coach others who do not meet expectations or perform poorly
  • Outstanding organizational skills and the ability to manage multiple projects simultaneously and carry out diverse assignments in a fast-paced environment
  • Strong ability and enjoyment of instructing, training, and educating others
  • Highly self-motivated, self-directed and able to work independently within established guidelines
  • Advanced customer service skills
  • Effective marketing skills
  • Demonstrated knowledge of analytical and operational problem-solving
  • Location
    Boise, Idaho
  • Department
    Operations
  • Employment Type
    Full-Time
  • Minimum Experience
    Experienced
  • Compensation
    $17 - $20 DOB + Bonuses
Contact Information