Primary Duties and 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.

• Works on becoming 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 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.

Qualifications

• 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.
  
  #LI-Hybrid
  #IN-POST
  #LI-POST

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click for additiona l information relating to location-based pay structures.

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click for information pertaining to compensation and benefits.

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups