Registered Client Care Srvcs Rep (S6/63) - ADM -

Northwestern Mutual; Wisconsin; On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated professional to join their Annuity Distribution and Maintenance team. This role focuses on providing exceptional support to clients and financial representatives, ensuring seamless transitions from accumulation to payout phases. You will be responsible for processing transactions, managing payout options, and addressing customer inquiries in a dynamic call center environment. This position offers the opportunity to develop problem-solving skills and build professional relationships while embracing new technologies to enhance client experiences. If you are passionate about customer service and eager to learn, this role is perfect for you.

Qualifications

• Associates degree or equivalent experience required.
• Minimum 2 years of customer service experience.

Responsibilities

• Process annuity conversion transactions and manage payout options.
• Deliver personalized client experiences and resolve inquiries.

Skills

Customer Service

Problem-Solving

Communication Skills

Multi-tasking

Organizational Skills

Education

Associates Degree in Business

Tools

Customer Relationship Management Software

Job description

The Annuity Distribution and Maintenance (ADM) Department is a vital part of our organization, focused on delivering seamless support for converting accumulated annuity funds into guaranteed income streams.

Job Description:

This position supports our field teams and clients with their annuity disbursement and policy maintenance needs. Team members work closely with financial representatives, client service specialists, and internal departments to ensure smooth transitions from accumulation to payout phases. Responsibilities include processing various annuity conversion transactions, managing payout options such as lump-sum or annuitized distributions, and addressing customer inquiries related to annuity distribution and maintenance services.

Primary Duties and Responsibilities

1. Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options, and helping them with their products or services in a call center environment.
2. Proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a registered area, and is learning to become proficient in complex work.
3. Researches and evaluates possible solutions to complex problems, identifying root causes and deviations from procedures.
4. Takes ownership of calls and anticipates future issues to prevent repeat calls and unnecessary transfers.
5. Effectively de-escalates client situations while guiding them through complex and unique inquiries.
6. Serves as a trusted advocate for Financial Representatives and partners with them to meet client needs.
7. Embraces new technology and educates clients and field teams about website and self-service capabilities, understanding transaction risks and impacts.
8. Understands system connections to processes and outcomes.
9. Drives change and fosters continuous improvement by creating adaptable processes.
10. Builds professional relationships with clients to enhance brand loyalty.
11. Handles phone and transactional responsibilities while maintaining confidentiality and privacy standards.
12. Adapts to shifting work priorities to meet business and customer demands.

Qualifications

1. Associates degree in business or related field, or equivalent education and experience.
2. FINRA Licensure 6/63 or 7/63 required.
3. Minimum of 2 years of customer service experience with proven skills.
4. Advanced understanding of Investment or Income markets/products (e.g., VA, VL, VUL, Retirement, Business markets).
5. Basic knowledge of tax implications.
6. Excellent written and verbal communication skills.
7. Ability to multi-task and handle high call volumes accurately.
8. Strong organizational and prioritization skills.
9. Desire to learn and improve continuously.
10. Strong problem-solving skills with the ability to provide options.
11. Proficiency with current software and solid keyboarding skills.

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