Senior Client Care Rep - Flexible Hours & Growth

Northwestern Mutual Group; Franklin (TN); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Flexible work schedules

Concierge service

Comprehensive benefits

Employee resource groups

Job summary

Northwestern Mutual in Franklin, TN seeks a skilled client support professional to deliver personalized service in a call center setting, answering questions and guiding clients through product options and servicing needs.

The role emphasizes problem solving, root cause analysis, escalation management, and collaboration with Financial Representatives, with strict confidentiality and adaptability to changing priorities. Training and growth opportunities are available.

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

Education

Associates degree in business or related field

Job description

Northwestern Mutual in Franklin, TN seeks a skilled client support professional to deliver personalized service in a call center setting, answering questions and guiding clients through product options and servicing needs.

The role emphasizes problem solving, root cause analysis, escalation management, and collaboration with Financial Representatives, with strict confidentiality and adaptability to changing priorities. Training and growth opportunities are available.