Director of Client Relations

CLIENT RELATIONS DIRECTOR

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 usually reports to the Director of Operations but may report to other leadership roles in the Network Office.

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

· 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

o Sets and communicates the CRC team expectations on an annual basis

o Determines the criteria for participation on the team

o Defines training needs and partners with experts within the network office and home office to execute the training

o Sets yearly CRC goals aligned with the network office, leveraging and supporting programs such as PX, technology adoption and Planning the NM Way

o Conducts monthly accountability meetings with the financial representatives

o Conducts quarterly CRC team meetings with the financial representatives which may include production salutes, guest speakers, sharing and team collaboration

o Partners with network office leadership on financial representative CRC activities

Client Management

· Maintains unassigned client data

o Provides support for client transitions due to planned or unplanned financial representative transitions

o Handles incoming service requests relating to all Northwestern Mutual products per the defined service model

o Responds to regulatory requirements

Lead Generation

· Proactively reconnects with unassigned clients

o Identifies clients for sharing with financial representatives

o Researches clients

o 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

· Must hold an active Life, Accident, and Health License

· SIE, Series 7 and 63

· Minimum of 2 years Northwestern Mutual experience preferred

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Saint Paul, MN 55120

Salary : $60,000 - $70,000