Client Care Services Senior Rep - Client Loyalty (NRF)

northwesternmutual; Franklin (WI); On-site; USD 30,000 - 45,000; Full time

Job summary

Northwestern Mutual in Wisconsin is seeking a Customer Service Senior Representative to support clients and Financial Representatives in a call center environment, resolving inquiries and guiding them through products and services.

Team members may support CCS phone queues if service levels allow. The role requires strong problem solving, ownership, and the ability to handle high call volumes with accuracy and confidentiality.

Qualifications

• Associates degree as required or equivalent combination of education and experience.
• Minimum of 2 years related customer service experience with proven customer service skills.
• Expert knowledge of single risk product or process.
• Advanced knowledge of multiple risk products or processes.
• A basic understanding of tax implications.
• Advanced written and verbal communication skills.
• Ability to multi-task and handle high volume of calls/case load with accuracy.
• Strong organization skills with prioritization.
• Desire to continuously learn and improve.
• Strong problem-solving skills and ability to provide options.
• Solid keyboarding skills and proficiency with current software packages.

Responsibilities

• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
• Team members of Client Loyalty may support certain CCS phone queues if Service Levels allow.
• Expert at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate level calls and transactions and is proficient in complex work.
• Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures.
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.
• Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field.
• Understands how systems connect to processes and outcomes.
• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.
• Fosters a professional relationship with our clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Adept at shifting work priorities to meet the needs of the business and customer demand.

Education

Associates degree in business or related field or equivalent combination of education and experience

Job description

What You'll Do:

• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment


• Team members of Client Loyalty may support certain CCS phone queues if Service Levels allow


• Expert at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions and is proficient in complex work.


• Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures


• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers


• Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.


• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.


• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy.


• Understands how systems connect to processes and outcomes.


• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.


• Fosters a professional relationship with our clients to enhance brand loyalty


• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards


• Adept at shifting work priorities to meet the needs of the business and customer demand.

What You'll Bring to the Role:

• Associates degree in business or related field or equivalent combination of education and experience


• Minimum of 2 years related customer service experience with proven customer service skills


• Expert knowledge of single risk product or process


• Advanced knowledge of multiple risk products or processes


• A basic understanding of tax implications


• Advanced written and verbal communication skills


• Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy


• Strong organization skills with the ability to prioritize tasks.


• A strong desire to continuously learn and improve


• Strong problem-solving skills and ability to provide options


• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages

Skills You Have:

• Customer Support (NM)


• Central to handling client and Financial Representative inquiries, communicating options clearly, and creating a strong service experience.


• Root Cause Analysis & Decision Quality (NM)


• Important for a senior representative expected to research complex problems, identify underlying causes, and determine appropriate solutions.


• Escalation Management (NM)


• Tests whether candidates can de-escalate difficult interactions, maintain ownership, and guide clients through complex or unique situations.


• Client Advocacy (NM)


• Reflects the expectation to represent the client's needs while serving as a trusted partner to Financial Representatives.


• Data Security (NM) | Advanced


• One of only two Advanced skills in the profile. It directly supports the role's responsibility for confidentiality, privacy, and the risks associated with client or policy transactions.


• Case Management (NM)


• Covers ownership, follow-through, accurate documentation, status management, and avoiding unnecessary transfers or repeat contacts.


• Adaptive Communication (NM)


• Helps assess whether someone can explain complex product, service, system, or process information appropriately to different audiences.

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.Non-Registered Fingerprinted - FINRA

Compensation Range:

• Pay Range - Start: $21.77


• Pay Range - End: $32.66


• Geographic Specific Pay Structure:


• Structure 110:


• Structure 115:

We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable,

Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.