Senior Client Care Specialist — Flexible Schedules

Northwestern Mutual; Franklin (WI); 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 is seeking a skilled associate to deliver exceptional client service in a call center setting. You will resolve routine to semi-complex inquiries, partner with Financial Representatives, and guide clients through available self-service tools with privacy in mind.

You will manage high-volume calls with accuracy, de-escalate challenging situations, and continuously learn to improve processes and outcomes for clients and the business.

Qualifications

• Customer-focused service experience and communication skills.
• Ability to analyze complex problems and determine solutions.
• Skilled at de-escalating situations and guiding clients.
• Proven client advocacy and partnership with Financial Representatives.
• Strong data security and privacy awareness for confidential transactions.
• Experience owning cases, documenting status, and avoiding unnecessary transfers.
• Adaptability in communicating product/process information to diverse audiences.

Responsibilities

• Delivers personalized client service in a call center environment.
• Supports CCS queues when feasible based on service levels.
• Resolves inquiries and transactions for Financial Reps and clients (semi-complex).
• Researches solutions by identifying root causes and deviations from procedures.
• Takes ownership of calls and anticipates issues to prevent repeats.
• De-escalates client situations while guiding through complex inquiries.
• Advocates for clients and partners with Financial Reps to meet needs.
• Educates clients on website/self-service options and associated risks.
• Understands how systems connect to processes and outcomes.
• Drives process improvements to accommodate change.
• Fosters professional relationships to enhance brand loyalty.
• Handles phone and transactional duties with strict confidentiality.

Skills

Customer Support

Root Cause Analysis

Escalation Management

Client Advocacy

Data Security

Case Management

Adaptive Communication

Education

Associates degree or equivalent

Job description

Northwestern Mutual is seeking a skilled associate to deliver exceptional client service in a call center setting. You will resolve routine to semi-complex inquiries, partner with Financial Representatives, and guide clients through available self-service tools with privacy in mind.

You will manage high-volume calls with accuracy, de-escalate challenging situations, and continuously learn to improve processes and outcomes for clients and the business.