Specialized Client Care Srvcs Rep

Northwestern Mutual•Milwaukee, WI

6d•$21 - $31

About The Position

The Specialized Client Care Services Representative delivers a personalized experience for clients in a call center environment by answering questions, presenting servicing options, and assisting with products and services. The role handles basic and intermediate inquiries and transactions from clients and Financial Representatives in a specialized area, researches semi-complex problems, identifies root causes, and takes ownership of calls and cases to prevent repeat contacts and unnecessary transfers. The representative de-escalates client concerns, serves as an advocate for Financial Representatives, and educates clients and representatives about website and self-service capabilities. The role requires adapting to changing processes, identifying improvement opportunities, building professional client relationships, and handling phone and transactional work while maintaining confidentiality, accuracy, and quality. Compensation is listed as $20.51–$30.76; final pay depends on factors including skills, experience, and location.

Requirements

Associate degree in business or a related field, or an equivalent combination of education and experience.
At least 1 year of related customer service experience with demonstrated customer service skills.
Basic understanding of specialized products or markets, such as DI, LTC, Whole Life, and COLI/BOLI.
Basic understanding of risk products or processes.
Basic understanding of financial planning.
Strong written and verbal communication skills.
Ability to multitask and handle a high volume of calls or caseload with a high degree of accuracy.
Strong organizational skills and ability to prioritize tasks.
Ability to welcome change and embrace continuous improvement in a fast-paced environment.
Strong problem-solving skills and ability to provide options.
Desire to continuously learn and improve.
Demonstrated computer experience, 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

Answer client questions, provide servicing options, and help clients with products and services in a call center environment.
Resolve basic and intermediate inquiries and transactions from Financial Representatives and clients in a specialized area.
Research and evaluate solutions to semi-complex problems, identifying root causes and deviations from procedures.
Take ownership of calls and anticipate future issues to help avoid repeat calls and unnecessary transfers.
De-escalate client situations and apply skills learned in Effortless Experience training.
Advocate for Financial Representatives and partner with them to meet client needs.
Educate clients and Financial Representatives about the client website and self-service capabilities, while understanding transaction risks and impacts.
Adapt to new ideas and changing processes and identify opportunities for continuous improvement.
Build professional relationships with clients to enhance brand loyalty.
Handle calls and transactions while adhering to confidentiality and privacy standards.
Manage phone and casework or transactional duties simultaneously with a high degree of accuracy and quality.
Manage assigned cases, communicate status, and answer client questions.
Collaborate with agents and brokers to support service and coverage needs.