Customer Service Rep - Hybrid at Northwestern Mutual

Franklin, Wisconsin, United States

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Not SpecifiedCompensation

Entry Level & New GradExperience 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

Responsibilities

Delivers a personalized and remarkable experience for clients by answering questions, providing servicing options, and helping with 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 requiring a basic understanding of risk products
Resolves routine problems by following defined standard processes and evaluating solutions
Takes responsibility for the client experience 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 professional relationships with clients to enhance brand loyalty
Exhibits consistent and appropriate style and customer-focused approach to a variety of customers and situations
Uses available resources to effectively and accurately complete routine cases
Provides prompt, accurate, and courteous service to clients and financial representatives via phone, email, and potentially other digital channels
Delivers personalized support by understanding customer needs and offering tailored solutions within the scope of Northwestern Mutual's products and services
Handles both basic and intermediate (semi-complex) inquiries with a clear understanding of insurance, investment, or related financial products
Uses defined processes for routine issues while applying critical thinking to suggest effective solutions for non-standard situations
Efficiently navigates multiple proprietary and standard software applications to process requests with exceptional attention to detail and accuracy
Maintains high accuracy in data entry and case management, ensuring client information is handled securely and confidentially according to industry regulations and company policy
Develops professional and empathetic relationships with clients and Financial Advisors
Enhances the overall client experience and builds brand loyalty through proactive communication, follow-ups, and quality service
Embraces change in a dynamic environment and actively contributes ideas for process enhancements to improve efficiency and client satisfaction
Participates 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 ServiceCall CenterClient EngagementProblem SolvingInsurance ProductsInvestment ProductsFinancial TransactionsConfidentialityBilingual Spanish

Questions & Answers

Common questions about this position

What is the work arrangement for this Customer Service Rep role?

This is a hybrid role requiring 3 days on site in Franklin, WI and 2 days work from home, with a start date of February 2nd, 2026.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What skills are required for the Customer Service Representative role?

Key skills include proficiency in resolving basic and intermediate inquiries on financial products, navigating multiple software applications with high accuracy, strong client engagement via phone and email, and maintaining confidentiality.

What is the company culture like at Northwestern Mutual for this role?

The culture values proactive problem solving, continuous improvement, exceptional client support, and building professional relationships, with a focus on personalized experiences and brand loyalty.

Are bilingual candidates preferred, and what makes a strong applicant?

Bilingual candidates, particularly Spanish speakers, are welcomed to serve the diverse clientele; strong applicants demonstrate client-focused empathy, critical thinking for issue resolution, and proficiency in handling financial product inquiries.

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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