Brokerage Services Specialist

4 weeks ago

Franklin, Wisconsin, United States Northwestern Mutual Full time

Job Summary:

We are seeking a highly skilled Brokerage Services Specialist to join our team at Northwestern Mutual. As a key member of our organization, you will be responsible for delivering exceptional client experiences and providing personalized support to our clients.

Key Responsibilities:

  • Deliver personalized and remarkable experiences for clients by answering their questions, providing servicing options, and helping them with their products or services in a call center environment.
  • Expertly resolve inquiries and transactions from Financial Representatives and clients on basic, intermediate, and complex calls and transactions.
  • Research and evaluate possible solutions to complex problems, identifying root causes and deviations from procedures, and handle escalation resolutions.
  • Regularly promote client retention and identify opportunities for the field to build existing relationships, knowing when to refer back to the field for follow-up.
  • Take ownership of calls and anticipate future issues to avoid repeat calls and unnecessary call transfers.
  • Effectively de-escalate client experience situations while guiding clients through complex and unique inquiries.
  • Serve as a trusted advocate for our Financial Representatives and partner with them to meet the needs of our clients.
  • Embrace new technology and serve as an advocate for website and self-service capabilities by educating clients and field, understanding risks and impacts on clients or policies.
  • Understand how systems connect to processes and outcomes, supporting digital savvy capabilities in self and others, and explaining system limits and capabilities to others.
  • Lead others through change, helping them adapt to changing environments and accept new situations.
  • Work effectively with unstructured teams, situations, or environments.
  • Foster a professional relationship with our clients to enhance brand loyalty.
  • Handle 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 volumes of calls/case loads 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.

Compensation Range:

Pay Range - Start: $22.21

Pay Range - End: $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, and cost of labor in the market, and other conditions of employment.

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.

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