Registered Client Care Srvcs Rep (S6/63) - IMS - Remote

Northwestern Mutual

6d•$21 - $32•Remote

About The Position

The Income and Maturity Services Department (IMS) is a vital part of our organization, focused on delivering seamless support for converting accumulated funds into guaranteed income streams. Job Description: This position supports our field teams and clients with their income disbursement and policy maturity needs. Team members work closely with financial representatives, client service specialists, and internal departments to ensure smooth transitions from accumulation to payout phases. Responsibilities include processing various income conversion transactions, managing maturity options such as lump-sum or annuitized payouts, and addressing customer inquiries related to income and maturity services.

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 (i.e. VA, VL, VUL Retirement or Business markets)
A 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 a Registered Representative under NMIS guidelines and requires fingerprinting.
Series 63 - FINRA, Series 6 - FINRA, SIE - 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
Proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a registered area and is learning to become proficient in complex work.
Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures
Takes ownerships 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 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 website and self-service capabilities by educating clients and field.
Understands risks and impacts that the transaction has on the client or policy.
Understands how systems connect to processes and outcomes.
Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.
Fosters a professional relationship with our clients to enhance brand loyalty
Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
Adept at shifting work priorities to meet the needs of the business and customer demand.