Investment Client Srvcs Spec - Account Reassignment Team - Hybrid

Northwestern Mutual • Franklin, WI

4d • Hybrid

About The Position

Join ICS’s Rep Reassignment team and help deliver a smooth, high‑stakes transition experience for our field partners and their clients when representatives change (e.g., succession plans, ensembles, code moves, and terminations). You’ll own complex case work, consult with the field, and provide home‑office oversight that protects clients and meets fiduciary expectations—while contributing data‑driven insights that make the process better over time.

Requirements

• Bachelor’s in Business or related field or equivalent industry experience.
• 3+ years in investment services/operations with a track record of resolving complex inquiries.
• Strong judgment in ambiguous situations; analytical, detail‑oriented, and comfortable making decisions.
• Excellent interpersonal and written communication; able to influence without authority and collaborate across levels.
• Self‑directed, organized, and effective at managing multiple assignments.
• Solid operational knowledge of brokerage/advisory products and procedures.
• Excel proficiency; comfort with data analysis and pattern recognition.
• Facilitation/presentation skills to explain complex operational changes simply.

Responsibilities

• Own case work end‑to‑end for rep reassignment: intake, research, documentation, operational updates, and final quality checks across brokerage and advisory accounts.
• Consult the field on access/navigation, reassignment rules, and account maintenance; de‑escalate sensitive scenarios with clarity and empathy.
• Safeguard supervisory integrity by applying oversight standards on impacted advisory accounts and ensuring policies and controls are followed.
• Resolve and prevent issues by investigating root causes, reconciling discrepancies, and maintaining an auditable trail.
• Analyze data and trends (Excel) to monitor volumes, turnaround times, error patterns, and downstream impacts; recommend fixes and backlog items.
• Collaborate cross‑functionally with ICS peers and enterprise partners (e.g., CL&R, Advisor Solutions, Risk Client Services) to remove friction and improve consistency.
• Support service performance for case queues and phone coverage as needed, adjusting priorities to meet demand.
• Contribute to change by participating in UAT and process improvements; communicate changes clearly to stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees