Investment Client Experience Specialist

Jobtome; Franklin (TN); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Flexible work schedules

Concierge service

Comprehensive benefits

Employee resource groups

Job summary

Northwestern Mutual in Franklin, TN is seeking an experienced call center professional to deliver personalized client service while supporting Financial Representatives with investment-related questions, transactions, and servicing needs.

The role emphasizes ownership of complex inquiries, research to resolve escalations, and guiding clients through products, services, and digital capabilities. A minimum associate degree and 4+ years in customer service are required.

Qualifications

• Associate degree in business or a related field or equivalent combination of education and experience.
• At least four years of related customer service experience with demonstrated customer service skills.
• Expert knowledge of investment or income products or markets, such as VA, VL, VUL, Retirement, and Business markets.
• Expert understanding of tax implications.
• Advanced written and verbal communication skills.
• Ability to manage a high volume of calls and cases, balance multiple responsibilities, and maintain a high degree of accuracy.
• Strong organizational skills and the ability to prioritize competing tasks.
• Commitment to continuous learning and improvement.
• Strong problem-solving skills and the ability to identify and explain available options.
• Demonstrated computer experience, solid keyboarding skills, and proficiency with current software packages.

Responsibilities

• Deliver personalized service by answering questions, explaining servicing options, and helping clients with their products and services.
• Resolve basic and intermediate inquiries and transactions with expert proficiency in a registered area, while also handling complex work.
• Research complex problems, identify root causes and deviations from established procedures, evaluate potential solutions, and resolve escalations.
• Take ownership of calls and transactions, anticipating future needs to reduce repeat calls and unnecessary transfers.
• De-escalate challenging situations and guide clients through complex or unique inquiries.
• Support client retention, recognize opportunities for Financial Representatives to strengthen existing relationships, and refer clients back to the field for follow-up when appropriate.
• Serve as a trusted advocate for Financial Representatives, partnering with them to meet client needs and build lasting client relationships.
• Educate clients and the field on website features and self‑service capabilities, helping them confidently adopt new technology.
• Understand how systems connect to processes and outcomes, explain system capabilities and limitations, and recognize the risks and client or policy impacts of transactions.
• Help others adapt to changing environments, technologies, and ways of working.
• Work effectively in unstructured teams and situations while maintaining a professional, client‑focused approach.
• Handle phone and transactional responsibilities in accordance with strict confidentiality and privacy standards.
• Coach, mentor, or train others as needed.

Skills

Adaptive Communication

Case Management

Compliance

Customer Support

Escalation Management

Investment Products

Root Cause Analysis & Decision Quality

Education

Associate degree in business or related field

Job description

Northwestern Mutual in Franklin, TN is seeking an experienced call center professional to deliver personalized client service while supporting Financial Representatives with investment-related questions, transactions, and servicing needs.

The role emphasizes ownership of complex inquiries, research to resolve escalations, and guiding clients through products, services, and digital capabilities. A minimum associate degree and 4+ years in customer service are required.