Specialized Client Care Srvcs Rep Sr

northwesternmutual; Franklin (WI); On-site; USD 62,357,000 - 93,539,000; Full time

Job summary

Northwestern Mutual is seeking a customer service professional to deliver a personalized experience in a call center environment. You will answer questions, offer servicing options, and help with products or services to support Financial Representatives and clients.

You will resolve inquiries on basic to semi-complex calls, research root causes, and assist with complex issues while maintaining confidentiality and privacy standards.

Qualifications

• Associates degree in business or related field or equivalent combination of education and experience.
• Minimum of 2 years related customer service experience.
• 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

• Answers questions, provides servicing options, and helps with products or services in a call center environment.
• Resolves inquiries and transactions from Financial Reps on basic and semi-complex level calls.
• Researches and evaluates possible solutions to complex problems that require root cause analysis.
• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary transfers.
• De-escalates field experience situations and guides the field through complex inquiries.
• Serves as a trusted advocate for Financial Representatives and partners with them.
• Educates the field on website and self-service capabilities; understands risk/impact on clients/policies.
• Understands how systems connect to processes and outcomes; drives change and continuous improvement.
• Fosters professional relationships with the field to enhance brand loyalty.
• Handles phone and transactional responsibilities with strict confidentiality and privacy standards.
• Shifts priorities to meet business and customer demand.

Skills

Adaptive Communication (NM)

Analytical Thinking (NM)

Attention to Detail (NM)

Case Management (NM)

Customer Service Mindset (NM)

Customer Support (NM)

Field Relations (NM)

Education

Associates degree in business or related field

Job description

What You'll Do:

• Delivers a personalized and remarkable experience for our field by answering their questions, providing servicing options and helping them with products or services in a call center environment
• Proficient at resolving inquiries and transactions from Financial Reps on basic and intermediate (semi-complex) level calls and transactions in a specialized area and is learning to become proficient in complex work.
• Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Ability to de-escalate field experience situations effectively while guiding the field through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating the field. Understands risks and impacts that the transaction has on the client or policy.
• Understands how systems connect to processes and outcomes.
• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.
• Fosters a professional relationship with our field to enhance brand loyalty
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Adept at shifting work priorities to meet the needs of the business and customer demand.

What You'll Bring to the Role:

• 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

Skills You Have:

• Adaptive Communication (NM) : Formulates strategies to convey complex information about services, products, systems, or processes to targeted audiences; liaises between technical and non-technical audiences.
• Analytical Thinking (NM) : Organizes and compares aspects of a situation to identify key or underlying issues through data and analysis; thinks critically from multiple perspectives and seeks to improve processes.
• Attention to Detail (NM) : Focuses on specific details to spot and correct errors in advance and surpass quality expectations through thorough review.
• Case Management (NM) : Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions.
• Customer Service Mindset (NM) : Anticipates customer needs and applies understanding of customer perspectives to solve problems and drive outcomes.
• Customer Support (NM) : Captures customer information clearly and uses customer intelligence to solve problems, ensure satisfaction, and resolve complaints efficiently.
• Field Relations (NM) : Builds and maintains relationships with agents/brokers and collaborates to ensure customers receive the best possible service and coverage.

Compensation Range:

Pay Range - Start: $21.77

Pay Range - End: $32.66

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.

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.