Customer Service Representative

About The Company
Northwestern Mutual is a leading financial services organization dedicated to helping clients achieve their financial goals through personalized planning and comprehensive solutions. With a rich history of over 160 years, the company has established itself as a trusted partner in the industry, offering a wide range of insurance, investment, and wealth management products.

Northwestern Mutual prides itself on its client-centric approach, innovative strategies, and commitment to integrity, professionalism, and excellence. The organization fosters a collaborative and inclusive culture that values diversity, continuous learning, and employee development. As a top-tier employer, Northwestern Mutual provides a dynamic environment where employees can grow their careers while making a meaningful impact on clients' lives.

About The Role
The Customer Service Representative at Northwestern Mutual plays a vital role in delivering exceptional service to clients and financial representatives. This position involves handling inbound calls, addressing inquiries related to insurance and investment products, and providing solutions that meet clients' needs. The role requires a strong understanding of financial products, excellent communication skills, and the ability to resolve complex issues efficiently. The representative acts as a trusted advisor, guiding clients through various processes, educating them on self-service tools, and ensuring confidentiality and privacy standards are upheld. The role offers opportunities for professional growth, skill development, and specialization in financial services, with a focus on creating a positive client experience and fostering long-term relationships.

Qualifications

• Associates degree in business or related field or equivalent combination of education and experience
• Minimum of 2 years related customer service experience with proven customer service skills
• Advanced understanding of Investment or Income markets or products (e.g., VA, VL, VUL Retirement or Business markets)
• A basic understanding of tax implications
• Advanced written and verbal communication skills
• Ability to multi-task and handle high volume of calls/case load with 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 proficiency in current software packages
• Possession of Series 63, Series 6, and SIE FINRA licenses or willingness to obtain
• Fingerprinting clearance required

Responsibilities

• Deliver a personalized and remarkable experience for clients by answering questions, providing servicing options, and assisting with products or services in a call center environment
• Resolve inquiries and transactions from Financial Reps and clients on basic to semi-complex calls, progressively developing proficiency in handling more complex issues
• Research and evaluate solutions to complex problems, identifying root causes and deviations from standard procedures
• Take ownership of calls, anticipate future issues, and implement measures to prevent repeat calls and unnecessary transfers
• De-escalate client situations effectively while guiding them through complex and unique inquiries
• Serve as a trusted advocate for Financial Representatives, partnering with them to meet client needs
• Promote and educate clients and field teams on website and self-service capabilities, emphasizing risk awareness and transaction impacts
• Understand system connections to processes and outcomes, ensuring seamless service delivery
• Drive change and continuous improvement by creating adaptable processes and procedures
• Foster professional relationships with clients to enhance brand loyalty and satisfaction
• Handle phone and transactional responsibilities while maintaining strict confidentiality and privacy standards
• Adapt to shifting priorities to meet business and customer demands effectively

Benefits

• Flexible work schedules to support work-life balance
• Concierge services for employee support
• Comprehensive health, dental, and vision insurance plans
• Retirement savings plans with company contributions
• Employee resource groups fostering diversity and inclusion
• Opportunities for professional development and career advancement
• Paid time off and holiday benefits

Equal Opportunity

Northwestern Mutual is an equal opportunity employer committed to fostering an inclusive environment. We welcome and encourage applications from all qualified individuals regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status. We believe that diversity enhances our organization and are dedicated to providing equal employment opportunities to all employees and applicants.