Specialized Client Care Srvcs Rep

Northwestern Mutual•Milwaukee, WI

About The Position

Delivers a personalized and remarkable experience for clients by answering questions, providing servicing options, and helping them with products or services in a call center environment. Builds proficiency in resolving basic and intermediate (semi-complex) inquiries and transactions from Financial Representatives and clients in a specialized area. Researches possible solutions to semi-complex problems, identifies root causes, and handles some deviations from procedures. Takes ownership of calls, anticipates future issues, de-escalates client situations, and applies Effortless Experience training. Serves as a trusted advocate for Financial Representatives and partners with them to meet client needs. Educates clients and Financial Representatives about the client website and self-service capabilities, while understanding transaction risks and impacts. Adapts to changing processes and identifies opportunities for continuous improvement. Builds professional client relationships, protects confidential information, and balances phone responsibilities with casework and transactions while maintaining accuracy and quality.

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, or 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 casework accurately.
Strong organizational skills and 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.
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 and provide servicing options and assistance with products or 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, identify root causes, and handle some deviations from procedures.
Take ownership of calls and anticipate future issues to prevent repeat calls and unnecessary transfers.
De-escalate client situations and apply 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.
Understand the risks and impacts transactions may have on clients or policies.
Adapt to new or changing processes and identify opportunities for improvement.
Build professional relationships with clients to enhance brand loyalty.
Handle phone and transactional responsibilities while adhering to confidentiality and privacy standards.
Multitask between phone and casework or transactional duties while maintaining accuracy and quality.