Primary Duties and Responsibilities:

• Deliver a personalized and remarkable experience for our clients.

• Expert at resolving inquiries and transactions from Financial Reps and clients on basic, intermediate (semi-complex), and complex level calls and transactions in a specialized area.

• Expert at handling the most complex inquiries and transactions from Financial Reps and clients including complex escalations and proactively identifies areas of risk.

• Independently resolves complex issues that may require extensive research and deviations from procedures

• Independent problem solving with a high degree of judgement and may provide guidance to others on decisions.

• Expert when it comes to deciphering product features and how to apply it to the work.

• Performs audits

• May serve as an advocate managing multi-layered products and services

• Proactively identifies gaps in the service experience and takes actions to resolve.

• Is seen as the "go-to" resource when it comes to providing service on even the most difficult situations

• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.

• Responsible for re-engineering gaps in work processes and systems across the team and is a SME for systems projects or testing

• Advocates for change and creates processes to drive change across team and demonstrates an ability to thrive in an unstructured ambiguous environment.

• Fosters a professional relationship with our clients to enhance brand loyalty

• Coach, mentor or train others as needed

Qualifications:

• Bachelor's degree in business or related field or equivalent combination of education and experience

• Minimum of 3 years of progressively responsible work experience in customer service.

• Expert knowledge of specialized product or market (i.e. DI, LTC, Whole Life, COLI/BOLI)

• An expert understanding of tax implications

• Demonstrated analytical skills and confidence to independently make judgements and decisions involving ambiguity

• Demonstrated ability to proactively manage change

• Demonstrated ability to positively influence and work cooperatively with employees at all levels

• Self-motivated and self-directed with the ability to manage multiple assignments with little or no direction

• Superior written and verbal communication skills

• A strong desire to continuously learn and improve
  
  

  #IN-POST
  #LI-POST

  #LI-Hybrid

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.

Required Certifications:

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click for additional information relating to location-based pay structures.

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.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click for information pertaining to compensation and benefits.

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups