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

Northwestern Mutual•Franklin, WI

3d•$21 - $32•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 Adapts readily to continual change; stays open to new methods and ways of working, and adjusts behavior to suit the situation and evolving business needs.
Financial Services Industry Acumen (NM) – Intermediate Understands key concepts, regulations, products, and trends in financial services; applies this knowledge to support informed, compliant, and client‑centric decisions.
Adaptive Communication (NM) – Intermediate Conveys complex information clearly to targeted audiences; bridges communication between technical and non-technical stakeholders with tailored messaging.
Customer Service Mindset (NM) – Intermediate Anticipates customer needs and uses insights to solve problems and drive outcomes; leverages trends to help customers make informed decisions and ensure satisfaction.
Analytical Thinking (NM) – Intermediate Organizes and compares data to identify core issues; applies business acumen and problem-solving skills to think critically and improve processes.
This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.
SIE - FINRA

Responsibilities

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