Open to Remote. If local to Franklin, WI, 3 days onsite (M, T, W) will be required.

QUALIFICATIONS:

• Associates degree in business or related field or equivalent combination of education and experience
• Minimum of 4 years related customer service experience with proven customer service skills
• Expert knowledge of investment or income products or markets (i.e.VA, VL, VUL, Retirement & Business markets)
• An expert understanding of tax implications
• Advanced 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.
• A strong desire to continuously learn and improve
• Strong problem-solving skills and ability to provide options
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
• Nice to have: Series 6/7/63
• Flexible to work an 8-hour shift between 7 am and 6 pm CT.

PRIMARY DUTIES & RESPONSIBILITIES:

• 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.
• Expert at resolving inquiries and transactions from Financial Reps and clients on basic, intermediate (semi-complex), calls and transactions in a registered area and proficient at complex work.
• Researches and evaluates possible solutions to complex problems that requires identifying root cause and deviation from procedures and handles escalation resolution
• Regularly promotes client retention and identifies opportunities for the field to build existing relationship, knows when to refer back to the field for follow up
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy.
• Understands how systems connect to processes and outcomes. Supports digital savvy capabilities in self and others/Understands how to explain system limits and capabilities to others.
• Lead others through change (help others adapt to changing environments and accept new situations)
• Works effectively with unstructured teams, situations or environment
• Fosters a professional relationship with our clients to enhance brand loyalty
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Coach, mentor or train others as needed

GROW YOUR CAREER WITH A BEST-IN-CLASS COMPANY THAT PUTS OUR CLIENTS’ INTERESTS AT THE CENTER OF ALL WE DO. GET STARTED NOW!

Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.