Investment Client Experience Specialist

Northwestern Mutual Investment Services, LLC; Franklin (WI); On-site; USD 32,000 - 48,000; Full time

Job summary

Northwestern Mutual Investment Services, LLC is seeking a call center professional to deliver personalized client support and champion sophisticated investment-product knowledge. You will handle questions, transactions, and servicing needs while guiding clients through digital capabilities and partnering with Financial Representatives.

You will research complex issues, own calls, de-escalate situations, and contribute to client retention and field collaboration in a fast-paced environment.

Qualifications

• Associate degree in business or related field, or equivalent experience.
• At least four years of customer service experience with strong communication.
• Expert knowledge of investment or income products and markets.
• Expert understanding of tax implications.
• Advanced written and verbal communication skills.
• Ability to handle high volumes of calls with accuracy.

Responsibilities

• Deliver personalized service by answering questions and explaining servicing options.
• Resolve inquiries and transactions with proficiency in a registered area, including complex work.
• Research complex problems, identify root causes, and resolve escalations.
• Own calls and transactions, anticipate future needs to reduce repeats.
• De-escalate challenging situations and guide clients through complex inquiries.
• Support client retention and refer clients back to the field for follow-up.
• Serve as a trusted advocate for Financial Representatives and collaborate accordingly.
• Educate clients on website features and self-service capabilities.
• Explain system capabilities and risks of transactions to clients.
• Assist others in adapting to changing environments and technologies.
• Work effectively in unstructured teams while maintaining professionalism.
• Handle confidential phone and transactional responsibilities.
• Coach, mentor, or train others as needed.

Skills

Adaptive Communication

Case Management

Compliance

Customer Support

Escalation Management

Investment Products

Root Cause Analysis

Decision Quality

Job description

Northwestern Mutual Investment Services, LLC is seeking a call center professional to deliver personalized client support and champion sophisticated investment-product knowledge. You will handle questions, transactions, and servicing needs while guiding clients through digital capabilities and partnering with Financial Representatives.

You will research complex issues, own calls, de-escalate situations, and contribute to client retention and field collaboration in a fast-paced environment.