Client Care & Solutions Specialist

northwesternmutual; Franklin (WI); On-site; USD 62,357,000 - 93,539,000; Full time

Job summary

Northwestern Mutual is seeking a customer service professional to deliver a personalized experience in a call center environment. You will answer questions, offer servicing options, and help with products or services to support Financial Representatives and clients.

You will resolve inquiries on basic to semi-complex calls, research root causes, and assist with complex issues while maintaining confidentiality and privacy standards.

Qualifications

• Associates degree in business or related field or equivalent combination of education and experience.
• Minimum of 2 years related customer service experience.
• Advanced understanding of specialized markets or products (i.e. DI, LTC, Whole Life, COLI/BOLI).
• Basic knowledge of single risk products.
• 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.

Responsibilities

• Answers questions, provides servicing options, and helps with products or services in a call center environment.
• Resolves inquiries and transactions from Financial Reps on basic and semi-complex level calls.
• Researches and evaluates possible solutions to complex problems that require root cause analysis.
• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary transfers.
• De-escalates field experience situations and guides the field through complex inquiries.
• Serves as a trusted advocate for Financial Representatives and partners with them.
• Educates the field on website and self-service capabilities; understands risk/impact on clients/policies.
• Understands how systems connect to processes and outcomes; drives change and continuous improvement.
• Fosters professional relationships with the field to enhance brand loyalty.
• Handles phone and transactional responsibilities with strict confidentiality and privacy standards.
• Shifts priorities to meet business and customer demand.

Skills

Adaptive Communication (NM)

Analytical Thinking (NM)

Attention to Detail (NM)

Case Management (NM)

Customer Service Mindset (NM)

Customer Support (NM)

Field Relations (NM)

Education

Associates degree in business or related field

Job description

Northwestern Mutual is seeking a customer service professional to deliver a personalized experience in a call center environment. You will answer questions, offer servicing options, and help with products or services to support Financial Representatives and clients.

You will resolve inquiries on basic to semi-complex calls, research root causes, and assist with complex issues while maintaining confidentiality and privacy standards.