Senior Client Care Advocate

Northwestern Mutual Investment Services, LLC; Franklin (WI); On-site; USD 30,000 - 45,000; Full time

Job summary

Northwestern Mutual Investment Services, LLC in the United States seeks a customer service professional for a call center role supporting Financial Reps and clients, handling questions, processing transactions, and providing servicing options. You will resolve semi-complex inquiries, research root causes, and guide clients through processes while protecting data privacy.

The role emphasizes ownership, de-escalation, adaptability, and collaboration with field partners.

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.
• Expert knowledge of single risk product or process.
• Advanced knowledge of multiple risk products or processes.
• 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 clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment
• Team members of Client Loyalty may support certain CCS phone queues if Service Levels allow
• Expert at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions and is 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 client experience situations effectively while guiding clients 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 clients and 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 clients 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.

Skills

Customer Support

Root Cause Analysis

Escalation Management

Client Advocacy

Data Security

Case Management

Adaptive Communication

Problem Solving

Information Protection

Policy & Procedure Management

Insurance Products

Regulatory Compliance

Attention to Detail

Teamwork

Analytical Thinking

Education

Associate degree in business or related field

Job description

Northwestern Mutual Investment Services, LLC in the United States seeks a customer service professional for a call center role supporting Financial Reps and clients, handling questions, processing transactions, and providing servicing options. You will resolve semi-complex inquiries, research root causes, and guide clients through processes while protecting data privacy.

The role emphasizes ownership, de-escalation, adaptability, and collaboration with field partners.