[Remote] Registered Client Care Srvcs Rep (S6/63) - ADM - at Northwestern Mutual

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

Insurance, Financial ServicesIndustries

Requirements

Associates degree in business or related field or equivalent combination of education and experience
FINRA Licensure 6/63 or 7/63 required (classified as Registered Representative under NMIS guidelines, requires fingerprinting, SIE - FINRA)
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

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 learning complex levels in a registered area
Researches and evaluates possible solutions to complex problems by identifying root cause and some deviations from procedures
Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary 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 advocates for website and self-service capabilities by educating clients and field
Understands risks and impacts of transactions on clients or policies
Understands how systems connect to processes and outcomes
Drives change and embraces continuous improvement by creating processes to accommodate change
Fosters professional relationships with clients to enhance brand loyalty
Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
Shifts work priorities to meet business and customer demand
Processes various annuity conversion transactions and manages payout options such as lump-sum or annuitized distributions
Addresses customer inquiries related to annuity distribution and maintenance services

Skills

Key technologies and capabilities for this role

Annuity ProcessingPolicy MaintenanceClient ServicingCall Center OperationsTransaction ProcessingInquiry ResolutionCustomer De-escalationProblem SolvingRoot Cause AnalysisSelf-Service Advocacy

Questions & Answers

Common questions about this position

Is this position remote or does it require office time?

The position is open to remote work, but if local to Franklin, WI, requires 3 days onsite (Monday, Tuesday, Wednesday).

What licenses are required for this role?

FINRA Licensure 6/63 or 7/63 is required.

What experience and education are needed for this position?

An Associates degree in business or related field or equivalent combination of education and experience is required, along with a minimum of 2 years related customer service experience.

What key skills are essential for success in this role?

Candidates need advanced written and verbal communication skills, ability to multi-task and handle high volume of calls/case load, advanced understanding of Investment or Income markets or products, and a basic understanding of tax implications.

What makes a strong candidate for this Client Care Services Rep position?

Strong candidates will have FINRA 6/63 or 7/63 licensure, 2+ years of customer service experience, proven skills in resolving complex inquiries, de-escalating situations, and advanced knowledge of investment products with multitasking ability.

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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