Client Care Service Rep - Remote MT at Northwestern Mutual

Colorado, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, InsuranceIndustries

Requirements

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
Customer Service Mindset (NM) - Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions
Customer Support (NM) - Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field. Uses customer intelligence to solve problems, demonstrate patience and understanding, ensure customer satisfaction by knowing the customer and audience and resolve customer complaints efficiently
Change Adaptability (NM) - Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation
Client Advocacy (NM) - Translates customer issues and pain points into requirements, represents client’s best interests. Analyzes custo
Must live in the Mountain Time Zone (remote role)
Bilingual candidates, particularly Spanish speakers, preferred

Responsibilities

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 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

Skills

Key technologies and capabilities for this role

Customer ServiceClient EngagementIssue ResolutionInsurance ProductsInvestment ProductsData EntryCase ManagementPhone SupportEmail SupportSpanishProprietary SoftwareCritical Thinking

Questions & Answers

Common questions about this position

Is this position remote, and are there any location requirements?

Yes, this is a remote role, but candidates must live in the Mountain Time Zone.

What qualifications are required for this Client Care Service Rep role?

An Associate’s degree in Business, Finance, or a related field (or equivalent experience) is required, along with exceptional verbal and written communication skills, strong organizational and multitasking abilities, proficiency in modern software, and a proactive problem-solving approach.

What salary or compensation does this role offer?

This information is not specified in the job description.

What is the company culture like for this position?

The culture values proactive problem solving, continuous improvement, exceptional client support, and embracing change in a dynamic environment, with a focus on professional development and serving a diverse clientele.

Are bilingual skills valued for this role, and what makes a strong candidate?

Bilingual candidates, particularly Spanish speakers, are welcome to serve the diverse clientele. Strong candidates demonstrate a customer service mindset that anticipates needs, applies critical thinking, and excels in fast-paced settings with high accuracy.

Northwestern Mutual

Provides financial security services, and wealth management

About Northwestern Mutual

Northwestern Mutual offers personalized financial planning, life insurance, and investment services, leveraging leading-edge technology to manage over $125 billion in client assets for more than 4.5 million clients.

Milwaukee, WisconsinHeadquarters

1856Year Founded

N/ACompany Stage

Consulting, Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Growing your Career

Compensation & Time Off

Insurance plans

Health Savings Account

Wellness programs & resources

401(k) plan and cash balance contributions

Risks

Fintech platforms like Carefull challenge traditional financial advisory services.

Internal competition may arise from Wellthi's focus on the Black community.

Customer dissatisfaction may grow due to increased retirement age expectations.

Differentiation

Northwestern Mutual maintains the highest financial strength ratings in the industry.

The company launched 'The Great Realization' campaign to refocus customer priorities.

Northwestern Mutual offers a unique Long-Term Advantage product with life insurance benefits.

Upsides

The aging population increases demand for retirement planning and long-term care solutions.

Partnerships with tech firms enhance Northwestern Mutual's data analytics capabilities.

Digital transformation in insurance leads to more personalized customer experiences.

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