Specialized Client Care Services Rep

Northwestern Mutual Investment Services, LLC; Franklin (WI); On-site; USD 28,000 - 42,000; Full time

Job summary

Northwestern Mutual Investment Services, LLC is seeking a customer service professional in Wisconsin to deliver a personalized client experience, answer questions, and offer servicing options in a call center environment. You will handle basic to semi-complex inquiries, navigate multiple systems, and maintain strict confidentiality while improving processes.

The role emphasizes problem solving, client advocacy, and collaboration with Financial Representatives.

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.

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.

Skills

Customer Service Mindset

Field Relations

Quality Acumen

Adaptive Communication

Policy Inquiries

Teamwork

Data Security

Compliance

Prioritization

Insurance Products

Change Adaptability

Root Cause Analysis

Attention to Detail

Escalation Management

Analytical Thinking

Client Advocacy

Customer Support

Case Management

Tax Awareness

Education

Associate Degree in Business

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 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, click here to learn more.

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.

Skills

Customer Service Mindset (NM) - Intermediate, Field Relations (NM) - Beginner, Quality Acumen (NM) - Beginner, Adaptive Communication (NM) - Beginner, Policy Inquiries & Complaints Management (NM) - Beginner, Teamwork (NM) - Intermediate, Data Security (NM) - Intermediate, Compliance (NM) - Beginner, Prioritization (NM) - Beginner, Insurance Products (NM) - Beginner, Policy & Procedure (NM) - Beginner, Change Adaptability (NM) - Beginner, Root Cause Analysis & Decision Quality (NM) - Beginner, Attention to Detail (NM) - Intermediate, Escalation Management (NM) - Beginner, Analytical Thinking (NM) - Beginner, Client Advocacy (NM) - Beginner, Customer Support (NM) - Intermediate, Case Management (NM) - Beginner, Tax Awareness (NM) - Beginner