Customer Service Representative

About The Company Northwestern Mutual is a leading financial services organization dedicated to helping clients achieve their financial goals through personalized planning and innovative solutions. Renowned for its commitment to integrity, client-centric approach, and a culture of continuous improvement, the company offers a wide range of services including wealth management, insurance, and investment planning. With a strong emphasis on fostering a diverse and inclusive environment, Northwestern Mutual prides itself on providing a supportive workplace where employees can grow professionally and personally. The company’s unwavering focus on client satisfaction and ethical practices has established it as a trusted partner for individuals and businesses alike.

About The Role We are seeking a dedicated Customer Service Representative to join our dynamic team in Franklin, WI. In this role, you will serve as a vital link between our clients, financial representatives, and internal processes. Your primary responsibility will be to deliver exceptional service by addressing client inquiries, resolving issues, and guiding clients through our products and services in a call center environment. This position offers an excellent opportunity for individuals passionate about finance and customer service to develop their skills in a supportive and professional setting. As part of our team, you will be instrumental in fostering strong client relationships, advocating for our clients’ needs, and contributing to the overall success of our organization.

Qualifications

• 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 (e.g., 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

Responsibilities

• Delivers a personalized and remarkable experience for clients by answering questions, providing servicing options, and assisting with products or services in a call center environment
• Proficiently resolves inquiries and transactions from Financial Reps and clients on basic and semi-complex level calls, with ongoing development towards handling complex issues
• Researches and evaluates potential solutions to complex problems, identifying root causes and deviations from standard procedures
• Takes ownership of calls, anticipating future issues to prevent repeat calls and unnecessary transfers
• Effectively de-escalates client situations, guiding clients through complex and unique inquiries to ensure satisfaction
• Serves as a trusted advocate for Financial Representatives, partnering with them to meet client needs
• Embraces new technology, educating clients and field teams on website and self-service capabilities while understanding transaction risks and impacts
• Understands system connections to processes and outcomes, ensuring accurate and efficient service delivery
• Drives change and continuous improvement by creating adaptable processes and provisions
• Builds and maintains professional relationships with clients to enhance brand loyalty
• Handles phone and transactional responsibilities while adhering to confidentiality and privacy standards
• Shifts work priorities as needed to meet business and customer demands effectively

Benefits

• Flexible work schedules
• Concierge service
• Comprehensive benefits package
• Employee resource groups
• Opportunities for career growth and development
• Supportive and inclusive workplace culture

Equal Opportunity

Northwestern Mutual is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, or any other protected status. We believe in fostering a workplace where every individual can contribute unique perspectives and talents, and where everyone has the opportunity to succeed and grow.