Customer Service Representative - Remote

March 18

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Northwestern Mutual

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Northwestern Mutual is a leading financial services and life insurance company based in Milwaukee, Wisconsin. It offers its clients a broad range of financial planning services including life insurance, disability insurance, long-term care insurance, and personalized investment strategies through its network of financial advisors. Known for its strong corporate culture and commitment to employee development, Northwestern Mutual provides an environment that fosters growth, diversity, and meaningful work opportunities. The company emphasizes flexibility, career growth, and a supportive work culture, making it an attractive place for both new and experienced professionals. Furthermore, Northwestern Mutual prioritizes technology and innovation in financial services, aiming to revolutionize the industry from within.

To learn about our company visit Northwestern Mutual's website at www.northwesternmutual.com

5001 - 10000 employees

Founded 1869

💸 Finance

📋 Description

• 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. • Proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a registered area and is learning to become proficient in complex work. • Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures. • Takes ownership 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. • Drives change and embraces continuous improvement by creating processes and provisions to accommodate change. • Fosters a professional relationship with our clients to enhance brand loyalty. • Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards. • Adept at shifting work priorities to meet the needs of the business and customer demand.

🎯 Requirements

• Associates degree in business or related field or equivalent combination of education and experience. • Minimum of 2 years related customer service experience with proven customer service skills. • Advanced understanding of Investment or Income markets or products (i.e. VA, VL, VUL Retirement or Business markets). • A basic 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.