Investment Client Services Analyst – Application Support (NRF)

Northwestern Mutual•Franklin, WI

5d•$23 - $35

About The Position

Deliver a personalized client experience while supporting Financial Representatives and clients with investment-related questions, transactions, and servicing needs. In this call center role, take ownership of complex inquiries, research solutions, resolve escalations, and help clients navigate products, services, and digital capabilities. Partner with colleagues and the field, support others through change, and coach or train team members as needed. This position is classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of the required form. It is designated Non-Registered Fingerprinted - FINRA.

Requirements

An 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.
An 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.
Ability to apply relevant standards, policies, and procedures while recognizing when additional guidance or escalation is needed.
Ability to investigate underlying issues, evaluate available information and risks, and identify appropriate solutions.
Ability to take ownership of cases, coordinate handoffs, communicate updates, and follow through on outstanding requirements.

Responsibilities

Answer questions, explain servicing options, and help clients with products and services.
Resolve basic and intermediate inquiries and transactions with expert proficiency in a registered area, while also handling complex work.
Research complex problems, identify root causes and deviations from established procedures, evaluate potential solutions, and resolve escalations.
Take ownership of calls and transactions, anticipating future needs to reduce repeat calls and unnecessary transfers.
De-escalate challenging situations and guide clients through complex or unique inquiries.
Support client retention, recognize opportunities for Financial Representatives to strengthen existing relationships, and refer clients back to the field for follow-up when appropriate.
Serve as a trusted advocate for Financial Representatives, partnering with them to meet client needs and build lasting client relationships.
Educate clients and the field on website features and self-service capabilities, helping them adopt 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 transactional responsibilities in accordance with strict confidentiality and privacy standards.
Coach, mentor, or train others as needed.