Northwestern Mutual · 11 hours ago
Registered Client Care Services Rep (s6/63 or s7 & 63) - Remote
United States
Full-time
Remote
Entry, Mid Level
$21.35/hr - $32.02/hr
2+ years expNorthwestern Mutual is a leading financial services company, and they are seeking a Registered Client Care Services Representative to deliver exceptional service to clients and field partners in a registered call center environment. This role involves resolving complex policy and investment-related inquiries, processing transactions, and educating clients and Financial Representatives on servicing options and digital tools.
AdviceConsultingEmployee BenefitsFinanceFinancial ServicesInsuranceLife InsuranceWealth Management
Responsibilities
Deliver a personalized and remarkable experience for clients by answering questions, offering service options, and assisting with transactional needs in a call center environment
Resolve basic and intermediate (semi-complex) inquiries from Financial Representatives and clients; actively building proficiency in complex work
Research and evaluate solutions to complex issues by identifying root causes and applying judgment when procedures require deviation
Take ownership of client interactions, anticipating future needs to prevent repeat calls and reduce unnecessary transfers
De-escalate challenging client situations while guiding them through unique or complex questions
Serve as a trusted advocate for Financial Representatives, partnering to meet client needs effectively
Embrace and promote new technology, educating clients and field partners on digital tools and self-service capabilities
Understand how systems, processes, and outcomes connect to ensure quality and risk mitigation
Drive continuous improvement by recommending or adapting processes to support change
Build and maintain professional relationships to enhance client loyalty and reinforce Northwestern Mutual’s brand
Manage phone and transactional responsibilities while adhering to confidentiality, privacy, and compliance standards
Adapt to shifting work priorities to meet changing business and customer demands
Qualification
Required
Associate degree in business or related field, or equivalent combination of education and experience
Minimum 2 years of customer service experience, demonstrating strong client service skills
FINRA Licensing: Series 6 or 7 and Series 63
Understanding of investment or income-related financial products (e.g., VA, VL, VUL, Retirement or Business markets)
Basic awareness of tax implications related to transactions
Strong written and verbal communication skills
Ability to multitask and manage a high call/case volume with accuracy
Strong organizational skills with the ability to prioritize effectively
Demonstrated desire for continuous learning and skill development
Strong problem-solving skills with the ability to propose actionable solutions
Proficiency with computer systems, solid keyboarding skills, and comfort with current software tools
Preferred
Adaptive Communication (NM) - Formulates strategies to be used to convey complex information about services, products, systems, or processes to targeted audiences; communicates and liaises between technical and non-technical audiences
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 presentation, content, accuracy, and overall quality
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
Prioritization (NM) - Assesses and accurately assigns priority levels to different tasks based on importance, urgency, and alignment to business and strategic goals
Company
Northwestern Mutual
Northwestern Mutual delivers financial security to millions with life, disability income and long-term care insurance, and investments.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Timothy Gerend
Chairman, President and CEO
Phil Odella
COO/CFO
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