Investment Client Srvcs Analyst (NRF) - Hybrid at Northwestern Mutual

Franklin, Wisconsin, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, InvestmentsIndustries

Requirements

Associate’s degree in business or related field—or equivalent combination of education and experience
Minimum 4+ years of customer service experience with proven ability to handle complex inquiries; financial services or transaction-heavy support strongly preferred
Expert understanding of investment or income products and related tax implications
Advanced written and verbal communication skills; able to explain complex processes in clear, plain language
Demonstrated curiosity and growth mindset; proactive about learning processes and technology
Proficiency with current software packages; strong keyboarding and navigation skills
Adaptive Communication: Tailor complex information for technical and non-technical audiences
Attention to Detail: Spot/correct errors; deliver high-quality, accurate work
Change Adaptability: Embrace new methods, tools, and evolving priorities
Root Cause Analysis & Decision Quality: Use data and sound judgment to address issues and reduce recurrence
Customer Service Mindset: Anticipate needs and solve problems to drive outcomes for clients and field partners
Classified as an Associated Person under NMIS guidelines; requires fingerprinting and completion of required form (Non-Registered Fingerprinted - FINRA)

Responsibilities

Deliver exceptional service: Provide a personalized, remarkable experience by answering questions, explaining options, and guiding callers through transaction procedures in a call-center/investment operations setting
Own and resolve: Take ownership of cases; resolve semi-complex to complex inquiries and transactions; anticipate downstream issues to reduce repeat contacts and unnecessary transfers
Research and problem-solve: Investigate and evaluate solutions to complex questions, occasionally deviating from standard procedures to identify root causes and remove friction
De-escalate with empathy: Calmly guide clients and field partners through complex or unique scenarios to a constructive outcome
Be a trusted advocate: Act as a champion for financial representatives and their clients—coordinating with internal partners to meet needs quickly and accurately
Leverage technology: Use systems and tooling to execute transactions efficiently; promote digital and self-service capabilities by educating field partners
Protect privacy: Handle all interactions and transactional work in accordance with confidentiality, privacy, and security standards
Adapt and collaborate: Shift priorities as business needs evolve; contribute to team goals and continuous improvement
Team-Specific Work (Examples): Asset Movement – Money movement requests (e.g., disbursements, journals, wires); Account Maintenance & Features – Ownership/titling updates, address and householding changes, and regulatory/AML-related maintenance tasks; Transfers – Inbound/outbound asset transfers (e.g., ACAT/TOA), rollovers, coordinate letters of acceptance and carrier requirements; New Account Opening – Guide the field through digital account setup, resolve NIGOs, and ensure timely completion of enrollment steps for brokerage/advisory accounts
Partner with financial representatives, their staff, and home office colleagues to deliver exceptional service on retirement and investment accounts; resolve inquiries, process transactions, and educate field partners and clients on options and next steps

Skills

Key technologies and capabilities for this role

investment operationsclient servicetransaction processingaccount maintenancemoney movementasset transfersproblem-solvingde-escalationprivacy compliancecall center

Questions & Answers

Common questions about this position

What experience is required for the Investment Client Services Analyst role?

Minimum 4+ years of customer service experience with proven ability to handle complex inquiries is required; financial services or transaction-heavy support is strongly preferred. An Associate’s degree in business or related field—or equivalent combination of education and experience—is also needed.

What is the work arrangement for this position?

The role is hybrid, as indicated by the job title.

What key skills are needed for this job?

Expert understanding of investment or income products and related tax implications, advanced written and verbal communication skills to explain complex processes clearly, and a demonstrated curiosity and growth mindset for continuous improvement are required.

What is the team environment like at Northwestern Mutual for this role?

The role involves working in a dynamic, collaborative, and metrics-driven environment, partnering with financial representatives, their staff, and home office colleagues while contributing to team goals and continuous improvement.

What makes a strong candidate for this analyst position?

Strong candidates have 4+ years of customer service experience handling complex inquiries, preferably in financial services, expert knowledge of investment products and tax implications, advanced communication skills, and a proactive growth mindset.

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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