Investment Client Srvcs Analyst - Hybrid

Northwestern Mutual•Franklin, WI

6d•$23 - $35•Hybrid

About The Position

The Account Maintenance & New Accounts team within Investment Client Services supports our field partners and clients by resolving servicing needs and completing account-related requests accurately and efficiently in a regulated, client-focused environment. This role handles end-to-end issue ownership across calls and transactions, including complex problem solving, de-escalation, and continuous improvement while maintaining strict confidentiality and client data privacy standards Job Description Primary Duties & Responsibilities: Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment. Expert at resolving inquiries and transactions from clients (Financial Representatives) on basic, intermediate (semi-complex), calls and transactions in a registered area and proficient at complex work. Researches and evaluates possible solutions to complex problems that requires identifying root cause and deviation from procedures and handles escalation resolution. Regularly promotes client retention and identifies opportunities for the field to build existing relationship, knows when to refer back to the field for follow up. Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers. Ability to de-escalate client experience situations effectively while guiding clients (Financial Representatives) through complex and unique inquiries. Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients. Embraces new technology and serves as an advocate for self-service capabilities by educating- the field for the benefit of their client. Understands risks and impacts that the transaction has on the client or account. Understands how systems connect to processes and outcomes. Supports digital savvy capabilities in self and others/Understands how to explain system limits and capabilities to others. Lead others through change (help others adapt to changing environments and accept new situations). Works effectively with ambiguity in a regulatory environment to deliver a positive outcome. Fosters a professional relationship with team members, field staff and our clients to enhance brand loyalty. Handles phone and transactional responsibilities while adhering to strict confidentiality and client data privacy standards. Demonstrates the ability to coach, mentor or train others as needed.

Requirements

Associates degree in business or related field or equivalent combination of education and experience.
Minimum of 4 years related customer service experience with proven customer service skills.
Basic knowledge of investment products or financial markets.
Basic understanding of tax implications.
Advanced written and verbal communication skills.
Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy.
Strong organization skills with the ability to prioritize tasks.
A strong desire to continuously learn and improve.
Strong problem-solving skills and ability to provide options.
Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.
This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.
Non-Registered Fingerprinted - FINRA

Responsibilities

Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
Expert at resolving inquiries and transactions from clients (Financial Representatives) on basic, intermediate (semi-complex), calls and transactions in a registered area and proficient at complex work.
Researches and evaluates possible solutions to complex problems that requires identifying root cause and deviation from procedures and handles escalation resolution.
Regularly promotes client retention and identifies opportunities for the field to build existing relationship, knows when to refer back to the field for follow up.
Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.
Ability to de-escalate client experience situations effectively while guiding clients (Financial Representatives) through complex and unique inquiries.
Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
Embraces new technology and serves as an advocate for self-service capabilities by educating- the field for the benefit of their client.
Understands risks and impacts that the transaction has on the client or account.
Understands how systems connect to processes and outcomes.
Supports digital savvy capabilities in self and others/Understands how to explain system limits and capabilities to others.
Lead others through change (help others adapt to changing environments and accept new situations).
Works effectively with ambiguity in a regulatory environment to deliver a positive outcome.
Fosters a professional relationship with team members, field staff and our clients to enhance brand loyalty.
Handles phone and transactional responsibilities while adhering to strict confidentiality and client data privacy standards.
Demonstrates the ability to coach, mentor or train others as needed.