Client Care Services Rep; NRF - Hybrid

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. Resolves inquiries and transactions from Financial Reps and clients on basic and intermediate (semi‑complex) level calls and transactions and is learning to become proficient in complex work. 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.

• 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.
• Advanced knowledge of single risk product or process.
• Basic understanding of multiple 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.
• 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.
• Ability to navigate multiple systems and applications to complete standard requests.
• Successful completion of any required testing.

• Analytical Thinking:
  Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes.
• Attention to Detail:
  Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations; performs work with thorough proofreading for presentation, content, accuracy, and overall quality.
• Case Management:
  Communicates status of the case, manages requirements, and answers questions of clients; monitors all cases to ensure that all claims and / or inquiries are necessary, reasonable, and legitimate.
• Change Adaptability:
  Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work‑in‑progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.
• Customer Service Mindset:
  Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making; leverages knowledge of trends affecting customer to help them make informed decisions.
• Escalation Management:
  Addresses and resolves incidents where customer wants to communicate with leadership or higher authorities regarding their problems; empathizes, understands, and interacts with the customer to mitigate their issues using domain expertise and adaptive communication techniques.
• Teamwork:
  Engages in others' behaviors to generate strong team cohesion and orientation; facilitates open dialogue within and across teams to create trust and understanding; shares collective successes and opportunities to improve as a group.

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.