Client Care Srvcs Rep

4 weeks ago

Franklin, United States Northwestern Mutual Full time

**At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.**:
**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.
- Resolves inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions and is learning to become proficient in complex work.
- 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.
- Advanced knowledge of single risk product or process.
- Basic understanding of multiple 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.
- 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.
- Successful completion of any required testing.

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

**Compensation Range**:
Pay Range - Start:
$19.71

Pay Range - End:
$29.57

**Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now**:

- 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.**FIND YOUR FUTURE**:
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

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