Investment Client Advocate & Solutions Specialist

Northwestern Mutual; Franklin (WI); Sur place; USD 32 000 - 48 000; Plein temps

Avantages offerts par ce poste

Flexible work schedules

Concierge service

Comprehensive benefits

Employee resource groups

Résumé du poste

Northwestern Mutual currently seeks a call center professional to deliver a personalized client experience while supporting Financial Representatives and clients with investment-related questions, transactions, and servicing needs.

You will handle complex inquiries, research solutions, resolve escalations, and coach teammates while promoting digital capabilities and efficient processes. This role emphasizes confidentiality, accuracy, and client relationship building.

Qualifications

• Associate degree or equivalent in business or related field.
• At least four years of related customer service experience.
• Expert knowledge of investment or income products or markets.
• Advanced written and verbal communication skills.
• Ability to manage high call and case volumes with accuracy.

Responsabilités

• Deliver personalized service by answering questions and explaining options.
• Research complex problems, identify root causes, and resolve escalations.
• Take ownership of calls and transactions to reduce repeat transfers.
• De-escalate situations and guide clients through complex inquiries.
• Support client retention and refer clients back to the field when appropriate.
• Educate clients and the field on website features and self-service capabilities.
• Explain system capabilities and associated risks to clients.
• Coach, mentor, or train others as needed.

Connaissances

Adaptive Communication

Case Management

Compliance

Customer Support

Escalation Management

Investment Products

Root Cause Analysis

Formation

Associate degree or equivalent

Description du poste

Northwestern Mutual currently seeks a call center professional to deliver a personalized client experience while supporting Financial Representatives and clients with investment-related questions, transactions, and servicing needs.

You will handle complex inquiries, research solutions, resolve escalations, and coach teammates while promoting digital capabilities and efficient processes. This role emphasizes confidentiality, accuracy, and client relationship building.