63) Customer Service Representative - REMOTE Nationwide at Northwestern Mutual

Wisconsin, United States

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, InsuranceIndustries

Requirements

Associates degree in business or related field or equivalent combination of education and experience
Minimum of 2 years related customer service experience with proven customer service skills
Advanced understanding of Investment or Income markets or products (i.e. VA, VL, VUL Retirement or Business markets)
A basic understanding of tax implications
Advanced written and verbal communication skills
Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy
Strong organization skills with the ability to prioritize tasks
A strong desire to continuously learn and improve
Strong problem-solving skills and ability to provide options
Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
Series 63 - FINRA, Series 6 - FINRA, SIE - FINRA (position classified as Registered Representative under NMIS guidelines and requires fingerprinting)

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
Proficient at resolving inquiries and transactions from Financial Reps and clients on basic, intermediate (semi-complex), and learning complex level calls and transactions in a registered area
Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures
Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
De-escalates client experience situations effectively while guiding clients through complex and unique inquiries
Serves as a trusted advocate for Financial Representatives and partners with them to meet client needs
Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field
Understands risks and impacts that transactions have on the client or policy
Understands how systems connect to processes and outcomes
Drives change and embraces continuous improvement by creating processes and provisions to accommodate change
Fosters a professional relationship with clients to enhance brand loyalty
Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
Adept at shifting work priorities to meet the needs of the business and customer demand

Skills

Key technologies and capabilities for this role

Customer ServiceCall CenterFINRA 6/63FINRA 7/63Investment ProductsIncome MarketsVAVLVULRetirement ProductsBusiness MarketsDe-escalationProblem Solving

Questions & Answers

Common questions about this position

What is the pay range for this Customer Service Representative position?

The pay range starts at $21.35 and ends at $32.02 per hour. Final salaries depend on factors like skills, experience, market conditions, location, and other hiring considerations.

Is this Customer Service Representative role remote?

Yes, this is a fully remote position available nationwide.

What qualifications and skills are required for this role?

Requirements include an Associates degree or equivalent, minimum 2 years customer service experience, advanced understanding of investment or income markets, FINRA Series 63, Series 6 or 7/63, and SIE licenses, plus strong communication, multitasking, organization, problem-solving, and computer skills.

What kind of work environment or culture does this role involve?

The role is in a call center environment focused on delivering personalized client experiences, taking ownership of calls, de-escalating situations, fostering professional relationships, and embracing continuous improvement and new technology.

What makes a strong candidate for this FINRA Customer Service Representative position?

Strong candidates will have 2+ years of customer service experience, FINRA licenses (Series 6/63 or 7/63 and SIE), advanced knowledge of investment products, proven skills in handling high-volume calls, problem-solving, multitasking, and a desire to learn and improve continuously.

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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