Specialized Client Care Srvcs Rep (NRF) (Disability Income) - Hybrid

Northwestern Mutual•Franklin, WI

11d•$21 - $31•Hybrid

About The Position

The Disability Income (DI) Service Operations team delivers personalized, high-quality support to the field and clients by answering servicing questions and completing DI-related transactions accurately and efficiently in a call center and casework environment. In this Senior Representative role, you will resolve basic and intermediate (semi-complex) inquiries, take end-to-end ownership of issues, apply de-escalation and client experience best practices, and promote secure, compliant processing while helping partners leverage digital self-service tools. Primary Duties & Responsibilities Delivers a personalized and remarkable experience for clients and field partners by answering questions, providing servicing options, and supporting DI products and services in a call center environment. Proficient at resolving inquiries and transactions from Financial Representatives and clients on basic and intermediate (semi-complex) calls and transactions within the Disability Income specialized area; continues building proficiency in more complex work. Researches and evaluates potential solutions to semi-complex problems by identifying root cause and, when appropriate, applying approved deviations from standard procedures to achieve the best outcome. Takes ownership of calls, cases, and transactions through resolution; anticipates future needs to reduce repeat contacts and unnecessary transfers. De-escalates challenging situations and applies skills learned in client experience training (Effortless Experience/CEB) to guide clients and field partners through complex or unique scenarios. Serves as a trusted advocate for Financial Representatives by partnering with them to meet client needs and by clearly explaining servicing pathways, requirements, and next steps. Embraces technology and promotes digital self-service by educating clients and Financial Representatives on website/self-service capabilities; understands risks and impacts of transactions on the client or policy. Works effectively in a regulated environment by adhering to confidentiality and privacy standards while handling sensitive phone and transactional responsibilities. Multi-tasks between phone and casework/transactional duties with a high degree of accuracy, quality, and timeliness while managing a high-volume workload. Embraces change by maintaining an open mindset, adjusting quickly to new or changing processes, and supporting adoption of updated procedures. Drives continuous improvement by identifying opportunities to improve the client/field experience, reduce friction in servicing, and strengthen quality outcomes. Fosters professional relationships with clients, field partners, and teammates to enhance brand loyalty and collaboration.

Requirements

Associate’s degree in business or related field, or an equivalent combination of education and experience.
Minimum of 1 year of related customer service experience with proven customer service skills.
Strong written and verbal communication skills.
Ability to multi-task and handle a high volume of calls and/or caseload with a high degree of accuracy.
Strong organizational skills with the ability to prioritize tasks effectively.
Ability to welcome change and embrace continuous improvement in a fast-paced environment.
Strong problem-solving skills with the ability to provide clear options and recommendations.
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.
This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.

Responsibilities

Delivers a personalized and remarkable experience for clients and field partners by answering questions, providing servicing options, and supporting DI products and services in a call center environment.
Proficient at resolving inquiries and transactions from Financial Representatives and clients on basic and intermediate (semi-complex) calls and transactions within the Disability Income specialized area; continues building proficiency in more complex work.
Researches and evaluates potential solutions to semi-complex problems by identifying root cause and, when appropriate, applying approved deviations from standard procedures to achieve the best outcome.
Takes ownership of calls, cases, and transactions through resolution; anticipates future needs to reduce repeat contacts and unnecessary transfers.
De-escalates challenging situations and applies skills learned in client experience training (Effortless Experience/CEB) to guide clients and field partners through complex or unique scenarios.
Serves as a trusted advocate for Financial Representatives by partnering with them to meet client needs and by clearly explaining servicing pathways, requirements, and next steps.
Embraces technology and promotes digital self-service by educating clients and Financial Representatives on website/self-service capabilities; understands risks and impacts of transactions on the client or policy.
Works effectively in a regulated environment by adhering to confidentiality and privacy standards while handling sensitive phone and transactional responsibilities.
Multi-tasks between phone and casework/transactional duties with a high degree of accuracy, quality, and timeliness while managing a high-volume workload.
Embraces change by maintaining an open mindset, adjusting quickly to new or changing processes, and supporting adoption of updated procedures.
Drives continuous improvement by identifying opportunities to improve the client/field experience, reduce friction in servicing, and strengthen quality outcomes.
Fosters professional relationships with clients, field partners, and teammates to enhance brand loyalty and collaboration.