FINRA (6/63 or 7/63) Customer Service Representative - REMOTE Nationwide

Northwestern Mutual • Milwaukee, WI

236d • $21 - $32 • Remote

About The Position

The Customer Service Representative at FINRA is responsible for delivering a personalized and remarkable experience for clients by answering their questions, providing servicing options, and assisting them with their products or services in a call center environment. The role involves resolving inquiries and transactions from Financial Representatives and clients on basic and intermediate levels, while also learning to handle more complex issues. The representative will research and evaluate solutions to complex problems, take ownership of calls, and anticipate future issues to avoid repeat calls. They will also de-escalate client situations effectively and serve as a trusted advocate for Financial Representatives. Embracing new technology and educating clients on self-service capabilities is essential, as is understanding the risks and impacts of transactions. The role requires driving change and fostering professional relationships to enhance brand loyalty while adhering to strict confidentiality and privacy standards.

Requirements

• 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.
• Basic understanding of tax implications.
• Advanced written and verbal communication skills.
• Ability to multi-task and handle high volume of calls/case load accurately.
• Strong organization skills with the ability to prioritize tasks.
• Desire to continuously learn and improve.
• Strong problem-solving skills and ability to provide options.
• Demonstrated computer experience with solid keyboarding skills.

Responsibilities

• Deliver a personalized and remarkable experience for clients by answering questions and providing servicing options.
• Resolve inquiries and transactions from Financial Representatives and clients on basic and intermediate levels.
• Research and evaluate solutions to complex problems, identifying root causes.
• Take ownership of calls and anticipate future issues to avoid repeat calls.
• Effectively de-escalate client situations and guide them through complex inquiries.
• Serve as a trusted advocate for Financial Representatives.
• Educate clients on website and self-service capabilities.
• Understand how systems connect to processes and outcomes.
• Drive change and embrace continuous improvement.
• Foster professional relationships with clients to enhance brand loyalty.
• Handle phone and transactional responsibilities while adhering to confidentiality standards.
• Shift work priorities to meet business and customer demands.

Benefits

• Fair and transparent salary structure based on skills and experience.
• Opportunities for career growth within a best-in-class company.
• Commitment to diversity and inclusion in the workforce.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: Associate degree