Specialized Client Care Srvcs Rep

Job description

What You'll Do:

• Delivers a personalized and remarkable experience for our 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.

What You'll Bring to the Role:

• 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.

Skills You Have:

Adaptive Communication (NM) : Formulates strategies to convey complex information about services, products, systems, or processes to targeted audiences; liaises between technical and non-technical audiences. 

Analytical Thinking (NM) : Organizes and compares aspects of a situation to identify key or underlying issues through data and analysis; thinks critically from multiple perspectives and seeks to improve processes.

Attention to Detail (NM): Focuses on specific details to spot and correct errors in advance and surpass quality expectations through thorough review. 

Case Management (NM): Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions. 

Customer Service Mindset (NM): Anticipates customer needs and applies understanding of customer perspectives to solve problems and drive outcomes.

Customer Support (NM): Captures customer information clearly and uses customer intelligence to solve problems, ensure satisfaction, and resolve complaints efficiently. 

Field Relations (NM): Builds and maintains relationships with agents/brokers and collaborates to ensure customers receive the best possible service and coverage.

Compensation Range:

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Geographic Specific Pay Structure:

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We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!

Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.