Sr Client Care Srvcs Rep - Hybrid

northwesternmutual; Milwaukee (WI); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Northwestern Mutual in Milwaukee, WI is seeking a Sr Specialized Client Care Services Representative for a hybrid role with 3 on-site days and 2 work-from-home days. You will deliver a high-quality service experience in a fast-paced call center environment supporting Advanced Market Operations.

You will independently resolve basic and semi-complex inquiries, promote digital tools, ensure confidentiality, and collaborate with Financial Representatives to meet client needs.

Qualifications

• Associate degree in business or related field or equivalent experience.
• Minimum 2 years of related customer service experience.
• Advanced understanding of specialized markets or products (e.g., DI, LTC, Whole Life, COLI).
• Basic knowledge of single risk products.
• Advanced written and verbal communication skills.
• Ability to multi-task and handle a high volume of calls with accuracy.

Responsibilities

• Delivers a personalized experience for clients by answering questions and assisting with products or services in a call center.
• Resolves inquiries and transactions for Financial Representatives and clients on basic to semi-complex calls and transactions.
• Researches and identifies root causes to solve complex problems with sound judgement.
• Takes ownership of calls and anticipates future needs to reduce repeats and transfers.
• De-escalates client situations and guides clients through complex inquiries.
• Partners with Financial Representatives to meet client needs and advocates for digital self-service tools.
• Supports confidentiality, privacy, and risk management in all transactions.

Skills

Change Adaptability

Quality Acumen

Customer Service Mindset

Customer Support

Attention to Detail

Education

Associate degree in business or related field

Job description

This is a Hybrid role for Milwaukee, WI 3 days on site and 2 days' work from home

The Sr Specialized Client Care Services Representative delivers a personalized, high-quality service experience for clients and Financial Representatives in a fast-paced call center environment supporting Advanced Market Operations. This role independently resolves basic and intermediate (semi-complex) inquiries and transactions in a specialized product area while continuing to build proficiency in complex work. The position requires strong ownership of the client experience, sound judgment, and the ability to research root causes, de-escalate challenging situations, and reduce repeat contacts through proactive support. The representative also promotes digital tools and self-service capabilities while maintaining strict confidentiality, privacy, and risk awareness.

What You'll Do

• Delivers a personalized and remarkable experience for our clients by answering questions, providing servicing options, and helping with products or services in a call center environment.
• Proficient at resolving inquiries and transactions from Financial Representatives and clients on basic and intermediate (semi-complex) calls and transactions in a specialized area; continues developing proficiency in complex work.
• Researches and evaluates possible solutions to complex problems by identifying root cause and applying judgment when procedures require some deviation.
• Takes ownership of calls and anticipates future needs to avoid repeat calls and unnecessary call transfers.
• De-escalates client experience situations effectively while guiding clients through complex and unique inquiries.
• Serves as a trusted advocate for Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and advocates for website and self-service capabilities by educating clients and field partners; understands risks and impacts transactions may have on the client or policy.
• Understands how systems connect to processes and outcomes to support accuracy and quality.
• Drives change and embraces continuous improvement by creating and adapting processes and provisions to accommodate change.
• Fosters professional relationships with clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Adapts and shifts work priorities to meet business needs and customer demand.

What You'll bring to the Role

• Associate degree in business or related field, or equivalent combination of education and experience.
• Minimum of 2 years of related customer service experience with proven customer service skills.
• Advanced understanding of specialized markets or products (e.g., DI, LTC, Whole Life, COLI/BOLI).
• Basic knowledge of single risk products.
• Basic understanding of tax implications.
• Advanced written and verbal communication skills.
• Ability to multi-task and handle a high volume of calls/case load with a high degree of accuracy.
• Strong organizational skills with the ability to prioritize tasks.
• Strong desire to continuously learn and improve.
• Strong problem-solving skills with the ability to provide options and recommend appropriate solutions.
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.

Skills You Have

• Change Adaptability (NM) - Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.
• Quality Acumen (NM) - Demonstrates thorough understanding of the professional domain, adheres to established industry standards, and exhibits effective consultative behaviors. Continuously enhances knowledge through learning and experience, implements best practices consistently to provide better solutions, exceptional quality of service, and offers a seamless user experience.
• Customer Service Mindset (NM) - Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions.
• Customer Support (NM) - Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field. Uses customer intelligence to solve problems, demonstrate patience and understanding, ensure customer satisfaction by knowing the customer and audience and resolve customer complaints efficiently.
• Attention to Detail (NM) - Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presen