Investment Client Services Analyst – Application Support (NRF)

Northwestern Mutual•Franklin, WI

About The Position

The Investment Client Services Analyst – Application Support delivers a personalized client experience while supporting Financial Representatives and clients with investment-related questions, transactions, and servicing needs. This call center role takes ownership of complex inquiries, researches solutions, resolves escalations, and helps clients navigate products, services, and digital capabilities. The analyst partners with colleagues and the field, supports others through change, and may coach or train team members. The position is classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of a required form. It is designated Non-Registered Fingerprinted – FINRA.

Requirements

Associate degree in business or a related field, or an equivalent combination of education and experience.
At least four years of related customer service experience with demonstrated customer service skills.
Expert knowledge of investment or income products or markets, such as VA, VL, VUL, Retirement, and Business markets.
Expert understanding of tax implications.
Advanced written and verbal communication skills.
Ability to manage a high volume of calls and cases, balance multiple responsibilities, and maintain a high degree of accuracy.
Strong organizational skills and ability to prioritize competing tasks.
Commitment to continuous learning and improvement.
Strong problem-solving skills and ability to identify and explain available options.
Demonstrated computer experience, solid keyboarding skills, and proficiency with current software packages.
Adaptive communication: explain complex information clearly and tailor communication to clients, Financial Representatives, and internal partners.
Case management: own cases, coordinate handoffs, communicate updates, and follow through on outstanding requirements.
Compliance: apply relevant standards, policies, and procedures, and recognize when guidance or escalation is needed.
Customer support: understand client needs, organize relevant information, and resolve inquiries with patience, accuracy, and care.
Escalation management: navigate challenging situations, involve appropriate partners, and communicate clearly throughout resolution.
Investment products: apply investment-product knowledge to servicing questions and transactions within authorized scope.
Root cause analysis and decision quality: investigate underlying issues, evaluate information and risks, and identify appropriate solutions.
Complete fingerprinting and the required form as required for the Associated Person classification.

Responsibilities

Answer client questions, explain servicing options, and assist with products and services.
Resolve basic and intermediate inquiries and transactions with expert proficiency in a registered area, as well as handle complex work.
Research complex problems, identify root causes and deviations from established procedures, evaluate solutions, and resolve escalations.
Take ownership of calls and transactions, anticipate future needs, and reduce repeat calls and unnecessary transfers.
De-escalate challenging situations and guide clients through complex or unique inquiries.
Support client retention, identify opportunities for Financial Representatives to strengthen relationships, and refer clients to the field for follow-up when appropriate.
Partner with Financial Representatives as a trusted advocate to meet client needs and build lasting relationships.
Educate clients and the field about website features and self-service capabilities, supporting adoption of new technology.
Understand how systems connect to processes and outcomes; explain system capabilities and limitations; and recognize transaction risks and client or policy impacts.
Help others adapt to changing environments, technologies, and ways of working.
Work effectively in unstructured teams and situations while maintaining a professional, client-focused approach.
Handle phone and transaction responsibilities in accordance with strict confidentiality and privacy standards.
Coach, mentor, or train others as needed.