Financial Services Client Support Specialist

Northwestern Mutual Investment Services, LLC; Franklin (WI); On-site; USD 29,173,000 - 29,174,000; Full time

Job summary

Northwestern Mutual Investment Services, LLC is seeking a customer service professional to deliver a personalized experience to Financial Representatives in a call center setting. You will resolve inquiries, handle transactions, and educate field partners on self-service tools while safeguarding confidentiality.

The role requires strong communication, multi-tasking, and a proactive approach to issue resolution.

Qualifications

• 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.
• 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

• Delivers a personalized and remarkable experience for our field by answering their questions, providing servicing options and helping them with products or services in a call center environment.
• Proficient at resolving inquiries and transactions from Financial Reps on basic and intermediate (semi-complex) level calls and transactions in a specialized area and is learning to become 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 field experience situations effectively while guiding the field 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 the 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 field 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

Job description

Northwestern Mutual Investment Services, LLC is seeking a customer service professional to deliver a personalized experience to Financial Representatives in a call center setting. You will resolve inquiries, handle transactions, and educate field partners on self-service tools while safeguarding confidentiality.

The role requires strong communication, multi-tasking, and a proactive approach to issue resolution.