Specialized Client Care Services Rep

Northwestern Mutual; Franklin (WI); On-site; USD 29,000 - 43,000; Full time

Job summary

Northwestern Mutual is seeking a client-focused call center professional to answer questions, explain servicing options, and assist Financial Representatives and clients with semi-complex transactions.

You will handle high volumes, maintain confidentiality, and use multiple systems to complete requests, while continuously improving processes and client outcomes.

Qualifications

• Associates degree in business or related field or equivalent combination of education and experience.
• Minimum of 1 year related customer service experience.
• Basic understanding of specialized products and/or markets (e.g. DI, LTC, Whole Life, COLI/BOLI).
• Basic understanding of risk products or processes.
• Basic understanding of financial planning.
• Strong 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.
• Ability to welcome change and embrace continuous improvement in a fast-paced work environment.
• Strong problem-solving skills and ability to provide options.
• A strong desire to continuously learn and improve.
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.
• Ability to navigate multiple systems and applications to complete standard requests.
• Successful completion of any required testing.

Responsibilities

• Delivers a personalized and remarkable experience for clients by answering questions and providing servicing options in a call center environment.
• Resolves inquiries and transactions at basic to semi-complex levels for Financial Reps and clients.
• Researches possible solutions to semi-complex problems and identifies root causes.
• Takes ownership of calls and anticipates future issues to avoid repeats and transfers.
• De-escalates client situations and applies customer experience training.
• Serves as a trusted advocate for Financial Representatives and partners with them to meet client needs.
• Educates clients and Financial Reps on self-service capabilities and website risks/impacts.
• Embraces new ideas and adjusts to changing processes; pursues continuous improvement.
• Maintains professional client relationships to enhance brand loyalty.

Skills

Customer service

Written communication

Verbal communication

Multi-tasking

Problem solving

Attention to detail

Adaptability

Education

Associates degree in business or related field

Job description

Primary Duties and 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.

Works on becoming proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a Specialized area.

Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures.

Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers.

De-escalates client experience situations and applies skills learned in Effortless Experience training (CEB) to all situations.

Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.

Embraces new technology, educates clients and Financial Representatives on our client website and self-service capabilities and understands risks and impacts that the transaction has on the client or policy.

Embraces change by keeping an open mind to new ideas, and readily adjusts to new or changing processes.

Embraces continuous improvement by identifying opportunities for improvement.

Fosters a professional relationship with our clients to enhance brand loyalty.

Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.

Multi-tasks between phone and casework/transactional duties with the high degree of accuracy and quality.

Qualifications

• Associates degree in business or related field or equivalent combination of education and experience.
• Minimum of 1 year related customer service experience with proven customer service skills.
• Basic understanding of specialized products and/or markets (i.e. DI, LTC, Whole Life, COLI/BOLI, etc.).
• Basic understanding of risk products or processes.
• Basic understanding of financial planning.
• Strong 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.
• Ability to welcome change and embrace continuous improvement in a fast-paced work environment.
• Strong problem-solving skills and ability to provide options.
• A strong desire to continuously learn and improve.
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.
• Ability to navigate multiple systems and applications to complete standard requests.
• Successful completion of any required testing.

Compensation

Compensation Range: Pay Range - Start: $20.51 Pay Range - End: $30.76

Geographic Specific Pay Structure: Structure 110: Structure 115:

We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process.

The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do.

Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds.

We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company over 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.

What started in Milwaukee, WI has grown into 7,000+ home office professionals split across 3 campuses: New York City, Franklin and downtown Milwaukee (HQ) - each one bringing with it its own unique talent and culture.

In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual as we are growing our digital and tech capabilities and are always on the lookout for bright, tech-savvy candidates.

Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds.

We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.