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Investment Client Care Srvcs Analyst
Franklin, WI
Job Description
At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.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 resolutionRegularly promotes client retention and identifies opportunities for the field to build existing relationship, knows when to refer back to the field for follow upTakes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfersAbility 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 environmentFosters a professional relationship with our clients to enhance brand loyaltyHandles phone and transactional responsibilities while adhering to strict confidentiality and privacy standardsCoach, mentor or train others as neededQualifications:Associates degree in business or related field or equivalent combination of education and experienceMinimum of 4 years related customer service experience with proven customer service skillsExpert knowledge of investment or income products or markets (i.e.VA, VL, VUL, Retirement & Business markets)An expert understanding of tax implicationsAdvanced written and verbal communication skillsAbility to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracyStrong organization skills with the ability to prioritize tasks.A strong desire to continuously learn and improveStrong problem-solving skills and ability to provide optionsDemonstrated computer experience with solid keyboarding skills and proficiency with current software packagesThis position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.Required Certifications:Non-Registered Fingerprinted - FINRAGrow your career with a best-in-class company that puts our client's interests at the center of all we do. Get started now! We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.
Job Summary
Company
NW Mutual Investment Services
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
4+ years
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