Summary

Provide problem resolution for external customers, as well as agency-based and home office employees. In accordance with established guidelines, duties encompass issues identification and resolution, research and evaluation using available resources, and handling of routine casework processing. In consultation with higher-level staff, handle moderately complex calls, decide on the appropriate course of action, make referrals to the appropriate provider, identify the need for special handling as appropriate, and take responsibility for the efficient escalation of more complex calls. As a team player, benefit professionally from the opportunity to share knowledge and seek the advice of your peers as you contribute to realization of the team's overall business goals; quality, productivity and customer satisfaction are your highest priorities.

Primary Duties and Responsibilities

Deliver a Distinctive Client experience

• Successfully resolves questions and inquiries from Financial Reps and clients
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Educates clients and Financial Representatives on our client website and self-service capabilities
• Fosters a professional relationship with our clients to enhance brand loyalty
• Exhibits skill in de-escalating servicing concerns
• Achieves productivity standards and goals while maintaining the highest level of customer service

Critical Thinking/Problem Solving

• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality
• Able to work independently and with your team to consistently identify opportunities improve work processes
• Researches and evaluates possible solutions using all available resources
• Manages casework in accordance with area service and/or productivity standards

Change Agility

• Welcomes change and embraces an environment where continuous improvement is expected from all employees
• Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand
• Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives

Digital Savvy

• Ability to interact with latest technologies including devices to do their jobs and interact with clients
• Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint

Qualifications

• Associates degree in business or related field or equivalent combination of education and experience

• Previous customer service experience preferred

• Equally strong written and verbal communication skills

• Non-Registered fingerprinted will be required

• Ability to multi-task, prioritize and manage time effectively

• Willingness to embrace change in a fast paced work environment

• Desire to resolve complex problems

• A strong desire to continuously learn and improve

• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages

• Successful completion of customer service required testing

#LI-Hybrid
#IN-POST
#LI-POST

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form. This is a Long-Term Temporary position expected to last 12-18 months. Candidates must successfully complete and pass any required testing.

Required Certifications:

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 as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting 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 for additiona l 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 for information pertaining to compensation and benefits.

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