Note: The job is a remote job and is open to candidates in USA. Northwestern Mutual is a company that focuses on client services and operational excellence. The Licensed Customer Service Representative is responsible for delivering high-quality client service, handling inquiries, and ensuring a professional client experience in a call center environment.
Responsibilities
- Delivers a personalized and exceptional experience for clients by answering questions, providing servicing options, and supporting products or services in a call center environment
- Proficient in resolving basic and intermediate (semi-complex) inquiries and transactions from Financial Representatives and clients within a registered area, while continuing to develop proficiency in more complex work
- Researches and evaluates potential solutions to complex problems, which may require identifying root causes and navigating deviations from standard procedures
- Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary transfers
- Effectively de-escalates challenging client situations while guiding clients through complex or unique inquiries
- Serves as a trusted advocate for Financial Representatives and partners with them to meet client needs
- Embraces new technology and promotes website and self-service capabilities by educating clients and field partners, while understanding the risks and impacts transactions may have on clients or policies
- Understands how systems connect to processes and outcomes
- Drives change and supports continuous improvement by helping develop processes and provisions to accommodate evolving business needs
- Fosters professional relationships with clients to enhance brand loyalty
- Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
- Adapts work priorities to meet changing business and customer demands
Skills
- Associate degree in business or a related field, or an equivalent combination of education and experience
- Minimum of two years of related customer service experience with demonstrated customer service skills
- Advanced understanding of investment or income products or markets (e.g., VA, VL, VUL, Retirement, or Business markets)
- Basic understanding of tax implications
- Strong written and verbal communication skills
- Ability to multitask and manage a high volume of calls or caseloads with a high degree of accuracy
- Strong organizational skills with the ability to prioritize tasks effectively
- Demonstrated desire to continuously learn and improve
- Strong problem-solving skills with the ability to provide effective options and solutions
- Demonstrated computer proficiency with solid keyboarding skills and experience using common software applications
- This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting
- Series 63 - FINRA, Series 6 - FINRA, SIE - FINRA
Benefits
- Flexible work schedules
- Concierge service
- Comprehensive benefits
- Employee resource groups
Company Overview
Company H1B Sponsorship