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
Proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a registered area and is learning to become proficient in complex work.
Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures
Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy.
Understands how systems connect to processes and outcomes.
Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.
Fosters a professional relationship with our clients to enhance brand loyalty
Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
Adept at shifting work priorities to meet the needs of the business and customer demand.
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 (i.e. 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 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
This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.
Series 63 - FINRA, Series 6 - FINRA, SIE - FINRA
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Pay Range - End:
Please note that this is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additional information relating to location-based pay structures.
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.
On-ramping/Off-ramping parental leave
Backup child care
Child care subsidies
Unconscious bias training
Remote work policy
Part time policy
Short term disability
Northwestern Mutual is here for what’s most important—helping families and businesses achieve financial security for over 160 years. For our clients we offer a distinctive big-picture approach, including both insurance and investments, we’re helping people navigate life and guide them to their goals today, and in the days to come. We combine the expertise of our financial professionals with ...