Senior Client Experience Advocate

Northwestern Mutual; EE. UU.; Presencial; USD 30.000 - 45.000; Jornada completa

Descripción de la vacante

Northwestern Mutual seeks an experienced Client Loyalty representative to deliver a personalized client experience in a call center environment. You will resolve inquiries, de-escalate issues, and collaborate with Financial Representatives to meet client needs while adhering to privacy standards.

Requires an associate degree or equivalent, 2+ years in customer service, and strong communication, problem-solving, and multi-tasking abilities.

Formación

• Associates degree or equivalent combination of education and experience.
• Minimum 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.
• Basic understanding of tax implications.
• Advanced written and verbal communication skills.
• Ability to multi-task and handle high volume of calls with accuracy.
• Strong organization skills and prioritization.

Responsabilidades

• Delivers a personalized experience for clients in a call center, answering questions and offering servicing options.
• Resolves basic and intermediate inquiries, and guides clients through complex processes.
• Takes ownership of calls and anticipates issues to avoid repeats or transfers.
• De-escalates client situations while guiding clients through complex inquiries.
• Acts as a trusted advocate for Financial Representatives and partners to meet client needs.
• Educates clients and field on website and self-service capabilities.
• Understands transaction risks and system connections to outcomes.
• Drives process improvements to support change and efficiency.
• Maintains professional relationships to enhance brand loyalty.
• Maintains confidentiality and privacy standards during calls and transactions.

Conocimientos

Customer Support

Root Cause Analysis

Escalation Management

Client Advocacy

Data Security

Case Management

Adaptive Communication

Educación

Associates degree in business or related field

Descripción del empleo

Northwestern Mutual seeks an experienced Client Loyalty representative to deliver a personalized client experience in a call center environment. You will resolve inquiries, de-escalate issues, and collaborate with Financial Representatives to meet client needs while adhering to privacy standards.

Requires an associate degree or equivalent, 2+ years in customer service, and strong communication, problem-solving, and multi-tasking abilities.