Northwestern Mutual · 14 hours ago
Specialized Client Care Srvcs Rep (NRF) - LTC
Franklin, WI Corporate
Full-time
Hybrid
Entry Level
$20.11/hr - $30.16/hr
1+ years expNorthwestern Mutual is dedicated to making a positive impact through their Long-Term Care Contact Center. The Specialized Client Care Services Representative supports clients and financial advisors by managing and coordinating long-term care plans while providing exceptional client support in a call center environment.
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
Becomes 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 able to apply 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
Required
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
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
Recent News
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