Primary Duties & 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.
• Expert at resolving inquiries and transactions from Financial Reps and clients on basic, intermediate (semi-complex), calls and transactions in a registered area and proficient at complex work.
• Researches and evaluates possible solutions to complex problems that requires identifying root cause and deviation from procedures and handles escalation resolution
• Regularly promotes client retention and identifies opportunities for the field to build existing relationship, knows when to refer back to the field for follow up
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy.
• Understands how systems connect to processes and outcomes. Supports digital savvy capabilities in self and others/Understands how to explain system limits and capabilities to others.
• Lead others through change (help others adapt to changing environments and accept new situations)
• Works effectively with unstructured teams, situations or environment
• Fosters a professional relationship with our clients to enhance brand loyalty
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Coach, mentor or train others as needed

Qualifications:

• Associates degree in business or related field or equivalent combination of education and experience
• Minimum of 4 years related customer service experience with proven customer service skills
• Expert knowledge of investment or income products or markets (i.e.VA, VL, VUL, Retirement & Business markets)
• An expert understanding of tax implications
• Advanced 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.
• A strong desire to continuously learn and improve
• Strong problem-solving skills and ability to provide options
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages

#LI - Hybrid

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.

Required Certifications:

Non-Registered Fingerprinted - FINRA$22.21

$33.31

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 here for additional information relating to location-based pay structures.

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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 here for information pertaining to compensation and benefits.