Specialized Client Care Services Rep

Northwestern Mutual•Franklin, WI

1d•Onsite

About The Position

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. Works on becoming proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a Specialized area. Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures. Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers. De-escalates client experience situations and applies skills learned in Effortless Experience training (CEB) to all situations. Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients. Embraces new technology, educates clients and Financial Representatives on our client website and self-service capabilities and understands risks and impacts that the transaction has on the client or policy. Embraces change by keeping an open mind to new ideas, and readily adjusts to new or changing processes. Embraces continuous improvement by identifying opportunities for improvement. Fosters a professional relationship with our clients to enhance brand loyalty. Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards. Multi-tasks between phone and casework/transactional duties with the high degree of accuracy and quality.

Requirements

Associate's degree in business or related field or equivalent combination of education and experience.
Minimum of 1 year related customer service experience with proven customer service skills.
Basic understanding of specialized products and/or markets (i.e. DI, LTC, Whole Life, COLI/BOLI, etc.).
Basic understanding of risk products or processes.
Basic understanding of financial planning.
Strong 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.
Ability to welcome change and embrace continuous improvement in a fast-paced work environment.
Strong problem-solving skills and ability to provide options.
A strong desire to continuously learn and improve.
Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.
Ability to navigate multiple systems and applications to complete standard requests.
Successful completion of any required testing.

Responsibilities

Deliver a personalized and remarkable experience for clients by answering questions, providing servicing options, and assisting with products or services in a call center environment.
Resolve inquiries and transactions from Financial Representatives and clients on basic and intermediate (semi-complex) level calls and transactions in a Specialized area.
Research and evaluate possible solutions to semi-complex problems, identifying root causes and deviations from procedures.
Take ownership of calls and anticipate future issues to avoid repeat calls and unnecessary transfers.
De-escalate client experience situations using learned skills.
Serve as a trusted advocate for Financial Representatives and partner with them to meet client needs.
Educate clients and Financial Representatives on the client website and self-service capabilities.
Understand risks and impacts of transactions on clients or policies.
Embrace change by keeping an open mind to new ideas and adjusting to new or changing processes.
Identify opportunities for improvement and embrace continuous improvement.
Foster professional relationships with clients to enhance brand loyalty.
Handle phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
Multi-task between phone and casework/transactional duties with a high degree of accuracy and quality.