Northwestern Mutual · 1 day ago
Customer Service Rep - Hybrid
Franklin, WI
Full-time
Hybrid
New Grad, Entry LevelNorthwestern Mutual is a leading financial services company, and they are seeking a Customer Service Representative to enhance client engagement and satisfaction. In this role, you will provide personalized support, resolve inquiries related to financial products, and contribute to a culture of continuous improvement.
AdviceConsultingEmployee BenefitsFinanceFinancial ServicesInsuranceLife InsuranceWealth Management
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
Becomes proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions which requires a basic understanding of a risk product
Resolves routine problems by following defined standard process and evaluating solutions
Takes responsibility of the client experience to make a difference by connecting with the client and seeing things from their point of view
Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
Fosters a professional relationship with our clients to enhance brand loyalty
Exhibits consistent and appropriate style and customer focused approach to a variety of customers and customer situations
Uses available resources to effectively and accurately complete routine cases
Provide prompt, accurate, and courteous service to clients and financial representatives via phone, email, and potentially other digital channels
Deliver personalized support by understanding customer needs and offering tailored solutions within the scope of Northwestern Mutual's products and services
Handle both basic and intermediate (semi-complex) inquiries with a clear understanding of our insurance, investment, or related financial products
Use defined processes for routine issues while applying critical thinking to suggest effective solutions for non-standard situations
Efficiently navigate multiple proprietary and standard software applications to process requests with exceptional attention to detail and accuracy
Maintain high accuracy in data entry and case management, ensuring client information is handled securely and confidentially according to industry regulations and company policy
Develop professional and empathetic relationships with clients and Financial Advisors
Enhance the overall client experience and build brand loyalty through proactive communication, follow-ups, and quality service
Embrace change in a dynamic environment and actively contribute ideas for process enhancements to improve efficiency and client satisfaction
Participate in ongoing training sessions and professional development opportunities to stay current with products, services, regulations, best practices, and technological advances
Qualification
Required
An Associate's degree in Business, Finance, or a related field, or an equivalent combination of education and professional experience
Exceptional verbal and written communication skills with a strong customer-focused mindset
Strong organizational and multitasking abilities in fast-paced settings
Demonstrated proficiency in using modern software packages and navigating multiple complex systems
A proactive approach toward problem solving with a commitment to continuous learning and accuracy
Benefits
Flexible work schedules
Concierge service
Comprehensive benefits
Employee resource groups
Company
Northwestern Mutual
Northwestern Mutual delivers financial security to millions with life, disability income and long-term care insurance, and investments.
Founded in 1857
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Timothy Gerend
Chairman, President and CEO
Phil Odella
COO/CFO
Recent News
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