Client Care Specialist — Financial Services & Digital Tools

Northwestern Mutual; Milwaukee (WI); Remote; USD 29,000 - 45,000; Full time

Benefits offered by this job

Flexible work schedules

Concierge service

Comprehensive benefits

Employee resource groups

Job summary

Northwestern Mutual is seeking an Registered Client Care Services Representative to deliver personalized service in a registered call center. You will support Advanced Market Operations by servicing life and investment product lines, resolving inquiries, processing transactions, and educating clients and Financial Representatives on tools and servicing options.

The role emphasizes accuracy, compliance, and a high-quality client experience across all interactions, with opportunities to promote

Qualifications

• Associate degree in business or related field or equivalent combination of education and experience.
• Minimum 2 years of customer service experience.
• FINRA Licensing: Series 6 or 7 and Series 63.
• Understanding of investment or income-related financial products (e.g., VA, VL, VUL, Retirement or Business markets).
• Basic awareness of tax implications related to transactions.
• Strong written and verbal communication skills.
• Ability to multitask and manage a high call/case volume with accuracy.
• Strong organizational skills with the ability to prioritize effectively.
• Demonstrated desire for continuous learning and skill development.
• Strong problemsolving skills with the ability to propose actionable solutions.
• Proficiency with computer systems and current software tools.

Responsibilities

• Deliver personalized service for clients by answering questions and assisting with transactional needs in a call center environment.
• Resolve basic and semicomplex inquiries from Financial Representatives and clients.
• Research and evaluate solutions to complex issues identifying root causes.
• Take ownership of client interactions and anticipate future needs.
• Deescalate challenging client situations and guide through complex questions.
• Serve as a trusted advocate for Financial Representatives.
• Educate clients and field partners on digital tools and self-service capabilities.
• Understand systems and processes to ensure quality and risk mitigation.
• Drive continuous improvement by adapting processes for change.
• Build and maintain professional relationships to enhance client loyalty.
• Manage phone and transactional responsibilities with confidentiality and compliance.
• Adapt to shifting work priorities to meet business demands.

Skills

Adaptive Communication (NM)

Attention to Detail (NM)

Quality Acumen (NM)

Customer Service Mindset (NM)

Prioritization (NM)

Education

Associate degree in business or related field

Job description

Northwestern Mutual is seeking an Registered Client Care Services Representative to deliver personalized service in a registered call center. You will support Advanced Market Operations by servicing life and investment product lines, resolving inquiries, processing transactions, and educating clients and Financial Representatives on tools and servicing options.

The role emphasizes accuracy, compliance, and a high-quality client experience across all interactions, with opportunities to promote