FINRA; or Customer Service Representative - REMOTE Nationwide

FINRA (6/63 or 7/63) Customer Service Representative - REMOTE Nationwide

Last week to apply

Full Time

• Delivers a personalized and remarkable experience for our clients by answering questions, providing servicing options and helping them with their products or services in a call center environment.
• Proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a registered area, and is learning to become proficient in complex work.
• Researches and evaluates possible solutions to complex problems that require identifying root cause and some deviations from procedures.
• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.
• Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy.
• Understands how systems connect to processes and outcomes.
• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.
• Fosters a professional relationship with our clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Adept at shifting work priorities to meet the needs of the business and customer demand.

• Associates degree in business or related field or equivalent combination of education and experience.
• 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.

This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting. Series 63 – FINRA, Series 6 – FINRA, SIE – FINRA.

Pay Range – Start: $21.35

Pay Range – End: $32.02

Geographic Specific Pay Structure:
We believe in fairness and transparency. It’s why we share the salary range for most of our roles. 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. Standard pay structures are listed but if you’re living in California, New York City or other eligible locations, geographic specific pay structures, compensation and benefits could be applicable.

Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. 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.

• Policy Inquiries & Complaints Management (NM) – Intermediate
• Customer Service Mindset (NM) – Intermediate
• Prioritization (NM) – Intermediate
• Policy & Procedure (NM) – Intermediate
• Case Management (NM) – Intermediate
• Teamwork (NM) – Intermediate
• Compliance (NM) – Intermediate
• Field Relations (NM) – Intermediate
• Analytical Thinking (NM) – Intermediate
• Adaptive Communication (NM) – Intermediate
• Root Cause Analysis & Decision Quality (NM) – Intermediate
• Quality Acumen (NM) – Intermediate
• Client Advocacy (NM) – Intermediate
• Data Security (NM) – Advanced
• Attention to Detail (NM) – Intermediate
• Financial Services Industry Acumen (NM) – Intermediate
• Insurance Products (NM) – Intermediate
• Change Adaptability (NM) – Intermediate
• Customer Support (NM) – Intermediate
• Escalation Management (NM) – Intermediate
• Tax Awareness (NM) – Intermediate
• Investment Products (NM) – Intermediate

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups

Location/Region:
Charlotte, NC (28215)