Customer Service Rep

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
• Becomes proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions which requires a basic understanding of a risk product.
• Resolves routine problems by following defined standard process and evaluating solutions.
• Takes responsibility of the client experience to make a difference by connecting with the client and seeing things from their point of view.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Fosters a professional relationship with our clients to enhance brand loyalty.
• Exhibits consistent and appropriate style and customer focused approach to a variety of customers and customer situations.
• Uses available resources to effectively and accurately complete routine cases.

Qualifications

Position Summary

As a Customer Service Representative at Northwestern Mutual, you will be a key ambassador of our client experience. As part of our client service operations, you will engage with clients and financial representatives across multiple channels, expertly resolve inquiries and process transactions related to insurance, investments, or other financial products, and contribute to a culture that values proactive problem solving and continuous improvement. We are committed to providing exceptional support and are proud to welcome bilingual candidates-particularly Spanish speakers-as we strive to serve our diverse clientele.

This is a Hybrid role for Franklin, WI

3 days on site and 2 days' work from home - Start Date February 2nd, 2026.

Key Responsibilities

Client Engagement:

Provide prompt, accurate, and courteous service to clients and financial representatives via phone, email, and potentially other digital channels.

Deliver personalized support by understanding customer needs and offering tailored solutions within the scope of Northwestern Mutual's products and services.

Issue Resolution:

Handle both basic and intermediate (semi-complex) inquiries with a clear understanding of our insurance, investment, or related financial products.

Use defined processes for routine issues while applying critical thinking to suggest effective solutions for non-standard situations.

System Navigation & Accuracy:

Efficiently navigate multiple proprietary and standard software applications to process requests with exceptional attention to detail and accuracy.

Maintain high accuracy in data entry and case management, ensuring client information is handled securely and confidentially according to industry regulations and company policy.

Relationship Building:

Develop professional and empathetic relationships with clients and Financial Advisors.

Enhance the overall client experience and build brand loyalty through proactive communication, follow-ups, and quality service.

Continuous Improvement:

Embrace change in a dynamic environment and actively contribute ideas for process enhancements to improve efficiency and client satisfaction.

Participate in ongoing training sessions and professional development opportunities to stay current with products, services, regulations, best practices, and technological advances.

Required Qualifications

An Associate's degree in Business, Finance, or a related field, or an equivalent combination of education and professional experience.

Exceptional verbal and written communication skills with a strong customer-focused mindset.

Strong organizational and multitasking abilities in fast-paced settings.

Demonstrated proficiency in using modern software packages and navigating multiple complex systems.

A proactive approach toward problem solving with a commitment to continuous learning and accuracy.

Skills You Have

Customer Service Mindset (NM) - Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions.

Customer Support (NM) - Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field. Uses customer intelligence to solve problems, demonstrate patience and understanding, ensure customer satisfaction by knowing the customer and audience and resolve customer complaints efficiently.

Change Adaptability (NM) - Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.

Client Advocacy (NM) - Translates customer issues and pain points into requirements, represents client's best interests. Analyzes customer feedback to understand client needs and communicates client sentiment to product teams and relevant stakeholders.

Analytical Thinking (NM) - Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes.

Adaptive Communication (NM) - Formulates strategies to be used to convey complex information about services, products, systems, or processes to targeted audiences; communicates and liaises between technical and non-technical audiences.
Quality Acumen (NM) - Demonstrates thorough understanding of the professional domain, adheres to established industry standards, and exhibits effective consultative behaviors. Continuously enhances knowledge through learning and experience, implements best practices consistently to provide better solutions, exceptional quality of service, and offers a seamless user experience.

Why Join Northwestern Mutual?

Growth Opportunities: We are invested in your professional development and provide clear pathways for career advancement within a stable and respected company.

Inclusive Culture: We foster a diverse and inclusive environment that encourages collaboration, integrity, and mutual respect.

Impactful Work: Your role directly influences client satisfaction and financial security, contributing to the overall success of our clients and the company, making a measurable

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

Compensation Range:

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Geographic Specific Pay Structure:

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We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now

Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

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