Service Rep II

You and Northwestern Mutual. We believe relationships are built on trust. That our lives and our work matter. And we’re much stronger together than we are apart. These beliefs launched our company nearly 160 years ago. Today, they’re just a few of the reasons why people choose to build careers at Northwestern Mutual.

Our business is about helping people secure their financial futures, and that starts with putting people first – our clients, our employees and our field representatives. Northwestern Mutual is known for financial strength. We’re strong, innovative and growing. Come grow with us.

We invest in our people and provide opportunities for you to grow with us.

Your experience and knowledge are our greatest asset. We are committed to helping you realize your individual potential and reach your personal goals.

Req ID: 16804
Department: Insurance and Annuity Client Services (82)
Division: Loan and Surrender (45) 
Family: Customer Service
Function: None
Level:  02  
Job Group:  Office, Building, Restaurant   
Salary Range: $35,697 - $53,546
Application Deadline:  09/07/2017

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.

What's the role? 

Deliver a distinctive client experience

* Successfully resolves questions and inquiries from Financial Reps and clients

* Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers

* Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.

* Educates clients and Financial Representatives on our client website and self-service capabilities

* Fosters a professional relationship with our clients to enhance brand loyalty

* Exhibits skill in de-escalating servicing concerns

* Achieves productivity standards and goals while maintaining the highest level of customer service

Critical Thinking/Problem Solving

* Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards

* Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality

* Able to work independently and with your team to consistently identify opportunities improve work processes

* Researches and evaluates possible solutions using all available resources

* Manages casework in accordance with area service and/or productivity standards

Change Agility

* Welcomes change and embraces an environment where continuous improvement is expected from all employees

* Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand

* Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives

Digital Savvy

* Ability to interact with latest technologies including devices to do their jobs and interact with clients

* Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint

Deliver a distinctive client experience

* Successfully resolves questions and inquiries from Financial Reps and clients

* Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers

* Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.

* Educates clients and Financial Representatives on our client website and self-service capabilities

* Fosters a professional relationship with our clients to enhance brand loyalty

* Exhibits skill in de-escalating servicing concerns

* Achieves productivity standards and goals while maintaining the highest level of customer service

Critical Thinking/Problem Solving

* Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards

* Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality

* Able to work independently and with your team to consistently identify opportunities improve work processes

* Researches and evaluates possible solutions using all available resources

* Manages casework in accordance with area service and/or productivity standards

Change Agility

* Welcomes change and embraces an environment where continuous improvement is expected from all employees

* Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand

* Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives

Digital Savvy

* Ability to interact with latest technologies including devices to do their jobs and interact with clients

* Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint

Bring Your Best! What this role needs:* Associates degree in business or related field or equivalent combination of education and experience * Previous customer service experience preferred* Equally strong written and verbal communication skills* Ability to multi-task, prioritize and manage time effectively * Non-Registered fingerprinted will be required * Willingness to embrace change in a fast paced work environment * Desire to resolve complex problems * A strong desire to continuously learn and improve * Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages * Successful completion of customer service required testing 

Location: One Northwestern Mutual Way, Franklin, WI, Franklin, 53132, United States (US)
Education Experience: Associates Required
Employment Experience: 3-5 years
FLSA Status: Non-Exempt
Posting Date: 08/24/2017