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

Northwestern Mutual•Franklin, WI

1d•Remote

About The Position

The Income and Maturity Services Department (IMS) is a vital part of our organization, delivering seamless support for converting accumulated funds into guaranteed income streams. We partner closely with financial representatives, client service specialists, and internal teams to ensure smooth transitions from accumulation to payout phases. In this role, you’ll support our field teams and clients with income disbursement and policy maturity needs. You’ll process income conversion transactions, manage maturity options (e.g., lump‑sum or annuitized payouts), and address customer inquiries related to income and maturity services. You’ll thrive in a collaborative, metrics‑driven call center environment that prizes ownership, clarity, and continuous improvement.

Requirements

Associate’s degree in business or related field, or equivalent combination of education and experience.
Minimum 2 years of customer service experience with proven client‑service skills.
Strong organization skills and the ability to prioritize.
A continuous learning mindset and curiosity for improvement.
Demonstrated problem‑solving skills and the ability to provide clear options.
Proficiency with modern software tools and solid keyboarding skills.
FINRA Licensing: Series 6 and Series 63.
Change Adaptability (NM) – Intermediate
Financial Services Industry Acumen (NM) – Intermediate
Adaptive Communication (NM) – Intermediate
Customer Service Mindset (NM) – Intermediate
Analytical Thinking (NM) – Intermediate
SIE - FINRA

Responsibilities

Answer questions, present servicing options, and help clients navigate their products and services in a call center environment.
Handle basic and intermediate (semi‑complex) calls and transactions from financial representatives and clients in registered areas while building proficiency in more complex work.
Investigate root causes and evaluate solutions—occasionally deviating from standard procedures when appropriate—to resolve complex issues efficiently.
Take ownership of calls, anticipate future issues, and proactively prevent repeat contacts or unnecessary transfers.
Guide clients through complex or unique inquiries while protecting the client experience.
Serve as a trusted partner to financial representatives, aligning on client needs and outcomes.
Promote website and self‑service capabilities; understand the risks and downstream impacts of each transaction on the client or policy.
Understand how systems and processes connect to produce accurate, timely results.
Embrace continuous improvement and help create processes and provisions that accommodate evolving business needs.
Foster professional relationships that enhance brand loyalty and trust.
Handle phone and transactional work with strict privacy and confidentiality standards.
Shift priorities fluidly to meet business and customer needs.
Review income plan election forms for “good order,” resolve NIGO items with field partners, and maintain case tracking for maturing annuity contracts.
For fixed, variable, blended, or portfolio income plans, confirm required suitability forms are completed by licensed/trained financial representatives.

Benefits

Fairness and transparency in salary.
Geographic specific pay structures, compensation and benefits could be applicable for California, New York City or other eligible locations.
Grow your career with a best-in-class company that puts our clients' interests at the center of all we do.
Equal opportunity employer who welcomes and encourages diversity in the workforce.
Committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.
Diverse and inclusive workplace where talented people from all backgrounds want to be, want to stay, and want to build their future.

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