Director of Client Relations

Overview

The responsibility of the Director of Client Relations is to be an entrepreneurial leader running the Network Office’s Client Relations Center (CRC) as a business unit. The Director of Client Relations has responsibility of ensuring that the financial security needs of the unassigned client base and digital leads are met.  The Director of Client Relations coaches, educates, and supports a team of Financial Advisors who reconnect with unassigned clients to build financial security through planning, service, and sales.

Responsibilities

Business Strategy​

• Defines and executes a CRC business strategy that aligns with the Network Office's vision, objectives, and goals​
• Creates annual CRC plan to execute the strategy​
• Drives revenue and manages expenses for the CRC department​
• Defines the ongoing skills, activity, and production expectations for Financial Advisors working with the CRC client base​
• Evaluates partnership opportunities and any applicable engagement modifications for District Offices' participation​
• Develops the Callaway Black Group customer service model for the CRC team and participating Financial Advisors​
• Evaluate in partnership with the Director of Operations the infrastructure needs of the CRC department including Financial Advisor participants, Network Office Staff, and technology programs​

Business Operations​

• Oversees the activity of the Financial Advisors in the CRC department​
• Sets and communicates the CRC department 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 annual CRC goals aligned with the Network Office, leveraging and supporting programs as a part of planning and technology adoption​
• Conducts monthly accountability meetings with participating Financial Advisors ​
• Conducts quarterly CRC department meetings with participating Financial Advisors in support of the skills, activity, and production expectations​
• Oversees the CRC Coordinator, assigning work, offering support and guidance, and holding accountable

Client Management​

• Maintains unassigned client data​
• Provides support for client transitions due to planned or unplanned Financial Advisor transitions   ​
• Handles incoming service requests relating to all Northwestern Mutual products in accordance to the defined service model ​
• Responds to regulatory requirements as appropriate​

Lead Generation​

• Develop systems to provide client touches to unassigned clients focused on reconnecting and establishing relationships​
• Identify clients to share with participating Financial Representatives​
• Manage the Digital Leads Program in partnership with the Home Office

Qualifications

• 2+ years experience with Northwestern Mutual in a client-facing role highly preferred
• Georgia Life & Health Insurance License or ability to attain prior to start date
• SIE, Series 6 or 7, Series 63, and Georgia Variable Insurance License highly preferred
• 2+ years experience with Northwestern Mutual in a client-facing role highly preferred
• Experience with program design and management preferred
• 3+ years of client service experience
  
• Track record of leading, managing, and developing others well
• Proven ability to navigate client complaints with empathy while pursuing resolution
• Strong communication skills required with the ability to build rapport and influence others
• Must align with company’s values: Excellence, Integrity, Commitment, Courage, and Fun

Compensation

• Base salary: $60,000 - $70,000+, based on experience
  
• Bonus opportunities up to 10%+ of total compensation
• Medical, Dental, and Vision insurance
• HSA with employer contributions 
• 401k with match
• Short Term Disability, Long Term Disability, and Life Insurance