Specialized Client Care Srvcs Rep (DI Inforce) - Hybrid at Northwestern Mutual

Franklin, Wisconsin, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 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
Minimum of 1 year related customer service experience with proven customer service skills
Basic understanding of specialized products and/or markets (i.e. DI, LTC, Whole Life, COLI/BOLI, etc.)
Basic understanding of risk products or processes
Basic understanding of financial planning
Strong 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
Ability to welcome change and embrace continuous improvement in a fast-paced work environment
Strong problem-solving skills and ability to provide options
A strong desire to continuously learn and improve
Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
Ability to navigate multiple systems and applications to complete standard requests
Successful completion of any required testing

Responsibilities

Delivers a personalized and remarkable experience for clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment
Works on becoming proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a Specialized area
Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures
Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers
De-escalates client experience situations and applies skills learned in Effortless Experience training (CEB) to all situations
Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients
Embraces new technology, educates clients and Financial Representatives on our client website and self-service capabilities and understands risks and impacts that the transaction has on the client or policy
Embraces change by keeping an open mind to new ideas, and readily adjusts to new or changing processes
Embraces continuous improvement by identifying opportunities for improvement
Fosters a professional relationship with our clients to enhance brand loyalty
Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
Multi-tasks between phone and casework/transactional duties with the high degree of accuracy and quality
Supports policyholders and field teams with all inquiries related to active DI policies
Manages inbound calls, processes service and administrative transactions, updates policy information, and guides customers through claim processes or any other issues related to their Disability Income policies

Skills

Key technologies and capabilities for this role

call centercustomer servicepolicy servicinginbound callsadministrative transactionsclaim processingde-escalationproblem solvingclient advocacyself-service tools

Questions & Answers

Common questions about this position

Is this position remote or hybrid?

This is a hybrid position, as indicated by the job title.

What are the minimum qualifications for this role?

An Associates degree in business or related field or equivalent combination of education and experience is required, along with a minimum of 1 year related customer service experience.

What skills are essential for success in this position?

Strong written and verbal communication skills, ability to multi-task and handle high volume of calls/case load with accuracy, strong organization skills with ability to prioritize tasks, and ability to welcome change and embrace continuous improvement are essential.

What is the salary or compensation for this role?

This information is not specified in the job description.

What kind of experience makes a strong candidate for this position?

Candidates with at least 1 year of related customer service experience, proven customer service skills, basic understanding of specialized products like DI, and strong multi-tasking and organizational abilities will stand out.

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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