Client Care Srvcs Rep Sr (NRF) - Hybrid

Northwestern Mutual - Franklin, WI

Full-time - Entry Level

Franklin, WI

5,001-10,000 employees

Insurance Carriers and Related Activities

About the position

The position at Northwestern Mutual involves delivering exceptional client experiences in a call center environment. The role requires resolving inquiries and transactions for clients and Financial Representatives, handling complex issues, and fostering professional relationships to enhance brand loyalty. The candidate will also embrace new technologies and drive continuous improvement in processes.

Responsibilities

• Delivers a personalized and remarkable experience for clients by answering questions and providing servicing options.
• Resolves inquiries and transactions from Financial Representatives and clients on basic and intermediate levels, and is proficient in complex work.
• Researches and evaluates possible solutions to complex problems, identifying root causes and deviations from procedures.
• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary transfers.
• Effectively de-escalates client experience situations while guiding clients through complex inquiries.
• Serves as a trusted advocate for Financial Representatives, partnering to meet client needs.
• Educates clients and field on website and self-service capabilities, embracing new technology.
• Understands risks and impacts of transactions on clients or policies.
• Drives change and embraces continuous improvement by creating processes to accommodate change.
• Fosters professional relationships with clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to confidentiality and privacy standards.
• Adeptly shifts work priorities to meet business and customer demands.

Requirements

• 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.
• Expert knowledge of single risk product or process.
• Advanced knowledge of multiple risk products or processes.
• 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.
• 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.

Benefits

• Competitive salary range based on geographic location and experience.
• Opportunities for career growth and development.
• Supportive and inclusive workplace culture.