Senior Client Loyalty Advocate

Jobtome; 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 is seeking a responsive Customer Support Associate to assist Financial Representatives and clients in a call-center environment. You will resolve inquiries, educate clients on self-service tools, and protect sensitive information while guiding them through complex transactions.

Applicants should have an associate degree, 2+ years in customer service, strong communication, and ability to multi-task in a fast-paced setting.

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.

Responsibilities

• Delivers a personalized and remarkable experience for clients in a call center environment.
• Resolves inquiries and transactions from Financial Representatives and clients on basic and intermediate calls.
• Researches and evaluates possible solutions to complex problems identifying root cause.
• Takes ownership of calls to avoid repeat contacts and guides clients through complex inquiries.
• De-escalates client situations and educates on self-service options and security considerations.
• Partners with Financial Representatives to meet client needs and protects confidentiality.

Skills

Customer Support

Root Cause Analysis

Escalation Management

Client Advocacy

Data Security

Case Management

Adaptive Communication

Analytical Thinking

Education

Associates degree in business or related field

Job description

Northwestern Mutual is seeking a responsive Customer Support Associate to assist Financial Representatives and clients in a call-center environment. You will resolve inquiries, educate clients on self-service tools, and protect sensitive information while guiding them through complex transactions.

Applicants should have an associate degree, 2+ years in customer service, strong communication, and ability to multi-task in a fast-paced setting.