Client Care Services Senior Rep - Client Loyalty (NRF)

Northwestern Mutual•Franklin, WI

About The Position

The Client Care Services Senior Representative in Client Loyalty delivers personalized service to clients by answering questions, explaining servicing options, and helping with products and services in a call center environment. Team members may support certain Client Care Services phone queues when service levels allow. The role resolves basic and intermediate inquiries and transactions, is proficient in complex work, and researches complex problems to identify root causes and appropriate solutions. Representatives take ownership of calls, anticipate future issues, reduce unnecessary repeat calls and transfers, and de-escalate challenging client situations. They advocate for clients and Financial Representatives, explain website and self-service capabilities, and consider the risks and impacts of transactions. The position involves phone and transaction work under strict confidentiality and privacy standards, adapting priorities to business and customer demand. It is classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of a required form; it is non-registered and fingerprinted under 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 a 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 casework with a high degree of accuracy.
Strong organizational skills and ability to prioritize tasks.
Strong desire to continuously learn and improve.
Strong problem-solving skills and ability to provide options.
Demonstrated computer experience, solid keyboarding skills, and proficiency with current software packages.
Ability to meet fingerprinting and required form completion requirements for an Associated Person under NMIS guidelines.

Responsibilities

Answer client and Financial Representative questions and provide servicing options and assistance with products or services in a call center environment.
Support certain Client Care Services phone queues when service levels allow.
Resolve basic and intermediate inquiries and transactions, and handle complex work.
Research complex problems, identify root causes, and evaluate possible solutions, including when procedures require some deviation.
Take ownership of calls, anticipate future issues, and help prevent repeat calls and unnecessary transfers.
De-escalate difficult client situations and guide clients through complex or unique inquiries.
Advocate for clients and partner with Financial Representatives to meet client needs.
Educate clients and the field about website and self-service capabilities, and support adoption of new technology.
Understand the risks and impacts of transactions on clients or policies, and how systems connect to processes and outcomes.
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 transactional responsibilities while adhering to confidentiality and privacy standards.
Shift work priorities to meet business needs and customer demand.