Specialized Client Care Advocate for Financial Reps

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

Job summary

Northwestern Mutual is seeking a customer service professional to support Financial Representatives via call center interactions, addressing questions, offering servicing options, and guiding product choices. The role emphasizes privacy, accuracy, and timely responses to high-volume inquiries.

Ideal candidates have strong communication, multitasking, and problem-solving skills, with experience in financial products and a commitment to continuous learning and field support.

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.
• Advanced understanding of specialized markets or products (i.e. DI, LTC, Whole Life, COLI/BOLI).
• Basic knowledge of single risk products.
• 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 field by answering questions and offering servicing options in a call center.
• Resolves inquiries and transactions from Financial Reps on basic to intermediate (semi-complex) level calls and transactions in a specialized area.
• Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures.
• Owns calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.
• De-escalates field experiences effectively while guiding the field through complex inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet client needs.
• Educates the field on website and self-service capabilities while understanding transaction risks.
• Understands how systems connect to processes and outcomes.
• Drives change and supports continuous improvement with process enhancements.
• Fosters a professional relationship with our field to enhance brand loyalty.
• Hones phone and transactional responsibilities while adhering to confidentiality and privacy standards.
• Adepts at shifting work priorities to meet business needs and customer demand.

Skills

Adaptive Communication

Analytical Thinking

Attention to Detail

Case Management

Customer Service Mindset

Customer Support

Field Relations

Education

Associates degree in business or related field

Job description

Northwestern Mutual is seeking a customer service professional to support Financial Representatives via call center interactions, addressing questions, offering servicing options, and guiding product choices. The role emphasizes privacy, accuracy, and timely responses to high-volume inquiries.

Ideal candidates have strong communication, multitasking, and problem-solving skills, with experience in financial products and a commitment to continuous learning and field support.