Senior Client Care & Solutions Specialist

northwesternmutual; Franklin (WI); On-site; USD 30,000 - 45,000; Full time

Job summary

Northwestern Mutual in Wisconsin is seeking a Customer Service Senior Representative to support clients and Financial Representatives in a call center environment, resolving inquiries and guiding them through products and services.

Team members may support CCS phone queues if service levels allow. The role requires strong problem solving, ownership, and the ability to handle high call volumes with accuracy and confidentiality.

Qualifications

• Associates degree as required 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 accuracy.
• Strong organization skills with prioritization.
• Desire to continuously learn and improve.
• Strong problem-solving skills and ability to provide options.
• 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 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 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.

Education

Associates degree in business or related field or equivalent combination of education and experience

Job description

Northwestern Mutual in Wisconsin is seeking a Customer Service Senior Representative to support clients and Financial Representatives in a call center environment, resolving inquiries and guiding them through products and services.

Team members may support CCS phone queues if service levels allow. The role requires strong problem solving, ownership, and the ability to handle high call volumes with accuracy and confidentiality.