Client Care Services Senior Rep - Client Loyalty (NRF)

Northwestern Mutual•Franklin, WI

1d•$22 - $33

About The Position

The Client Care Services Senior Representative – Client Loyalty delivers personalized, remarkable service to clients in a call center environment by answering questions, providing service options, and helping with products and services. Team members may support certain Client Care Services phone queues when service levels allow. The representative handles basic and intermediate inquiries and transactions, is proficient in complex work, researches complex problems, identifies root causes, and evaluates possible solutions that may involve deviations from procedures. The role requires ownership of calls, effective de-escalation, and anticipation of future issues to reduce repeat calls and unnecessary transfers. The representative serves as an advocate for clients and a trusted partner to Financial Representatives, promotes website and self-service capabilities, and understands how systems, processes, and transaction risks affect clients and policies. The role also involves adapting to changing priorities and business demands, supporting continuous improvement, building professional client relationships that enhance brand loyalty, and maintaining strict confidentiality and privacy standards. This position is classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of a required form; it is identified as Non-Registered Fingerprinted – FINRA.

Requirements

Associate degree in business or a related field, or an equivalent combination of education and experience.
At least 2 years of related customer service experience with proven customer service skills.
Expert knowledge of one single-risk product or process.
Advanced knowledge of multiple risk products or processes.
Basic understanding of tax implications.
Advanced written and verbal communication skills.
Ability to multitask and handle a high volume of calls or case load accurately.
Strong organizational skills and ability to prioritize tasks.
Desire to continuously learn and improve.
Strong problem-solving skills and ability to provide options.
Computer experience, solid keyboarding skills, and proficiency with current software packages.
Fingerprinting and completion of the required form for the Associated Person classification under NMIS guidelines.

Responsibilities

Answer client questions, provide servicing options, and help clients with products or services in a call center environment.
Support certain Client Care Services phone queues when service levels allow.
Resolve inquiries and transactions from Financial Representatives and clients, including basic and intermediate work, and handle complex work proficiently.
Research complex problems, identify root causes, and evaluate possible solutions, including some deviations from procedures.
Take ownership of calls, anticipate future issues, and reduce repeat calls and unnecessary transfers.
De-escalate client situations and guide clients through complex and unique inquiries.
Advocate for clients and partner with Financial Representatives to meet client needs.
Promote website and self-service capabilities by educating clients and the field.
Understand how systems connect to processes and outcomes, and understand transaction risks and impacts on clients or policies.
Support change and continuous improvement by creating processes and provisions to accommodate change.
Build professional relationships with clients to enhance brand loyalty.
Handle phone and transaction responsibilities while adhering to confidentiality and privacy standards.
Shift work priorities to meet business needs and customer demand.