Investment Client Srvcs Analyst - Advisory Services - Hybrid at Northwestern Mutual

Franklin, Wisconsin, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 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 4 years related customer service experience with proven customer service skills
Expert knowledge of investment or income products or markets (i.e. VA, VL, VUL, Retirement & Business markets)
An expert 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
Nice to have: Series 6/7/63
Classified as an Associated Person under NMIS guidelines (requires fingerprinting and completion of required form); Non-Registered Fingerprinted - FINRA
Flexible to work an 8-hour shift between 7 am and 6 pm CT

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
Resolves inquiries and transactions from Financial Reps and clients on basic, intermediate (semi-complex), and complex calls and transactions in a registered area
Researches and evaluates possible solutions to complex problems by identifying root cause and deviation from procedures and handles escalation resolution
Promotes client retention and identifies opportunities for the field to build existing relationships; knows when to refer back to the field for follow up
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; supports digital savvy capabilities in self and others; explains system limits and capabilities to others
Leads others through change (helps others adapt to changing environments and accept new situations)
Works effectively with unstructured teams, situations, or environments
Fosters professional relationships with clients to enhance brand loyalty
Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
Coaches, mentors, or trains others as needed

Skills

client servicing

call center

inquiry resolution

transaction processing

escalation management

client retention

de-escalation

financial products

risk assessment

self-service technology

coaching

mentoring

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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