Skip to content
Registered Client Care Srvcs Rep – Ims
| Company | Northwestern Mutual |
|---|
| Location | Greendale, WI, USA |
|---|
| Salary | $21.35 – $32.02 |
|---|
| Type | Full-Time |
|---|
| Degrees | Associate’s |
|---|
| Experience Level | Junior, Mid Level |
|---|
Requirements
- 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
Responsibilities
- 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
- 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 requires identifying root cause and some deviations from procedures
- Takes ownerships 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.
Preferred Qualifications
No preferred qualifications provided.
