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Northwestern Mutual · 2 months ago

Client Care Services Rep (NRF) - Hybrid

Franklin, WI Corporate

Full-time

Hybrid

Entry Level

$20.11/hr - $30.16/hr

1+ years exp

Northwestern Mutual is a leading financial services company, and they are seeking a Client Care Services Representative to enhance client experiences. This role involves addressing client inquiries, resolving transactions, and providing support in a call center environment while fostering professional relationships with clients and Financial Representatives.

AdviceConsultingEmployee BenefitsFinanceFinancial ServicesInsuranceLife InsuranceWealth Management

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

Resolves inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions and is learning to become proficient in complex work

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

Qualification

Customer service experienceRisk productsFinancial planning understandingComputer proficiencyProblem-solving skillsMulti-tasking abilityAdaptability to changeDesire to learnCommunication skillsOrganizational skills