About the Job

Deliver a personalized client experience while supporting Financial Representatives and clients with investment-related questions, transactions, and servicing needs. In this call center role, you’ll take ownership of complex inquiries, research solutions, resolve escalations, and help clients navigate products, services, and digital capabilities. You’ll also partner with colleagues and the field, support others through change, and coach or train team members as needed.

What You’ll Do

• Deliver personalized service by answering questions, explaining servicing options, and helping clients with their products and services.
• Resolve basic and intermediate inquiries and transactions with expert proficiency in a registered area, while also handling complex work.
• Research complex problems, identify root causes and deviations from established procedures, evaluate potential solutions, and resolve escalations.
• Take ownership of calls and transactions, anticipating future needs to reduce repeat calls and unnecessary transfers.
• De-escalate challenging situations and guide clients through complex or unique inquiries.
• Support client retention, recognize opportunities for Financial Representatives to strengthen existing relationships, and refer clients back to the field for follow-up when appropriate.
• Serve as a trusted advocate for Financial Representatives, partnering with them to meet client needs and build lasting client relationships.
• Educate clients and the field on website features and self-service capabilities, helping them confidently adopt new technology.
• Understand how systems connect to processes and outcomes, explain system capabilities and limitations, and recognize the risks and client or policy impacts of transactions.
• Help others adapt to changing environments, technologies, and ways of working.
• Work effectively in unstructured teams and situations while maintaining a professional, client-focused approach.
• Handle phone and transactional responsibilities in accordance with strict confidentiality and privacy standards.
• Coach, mentor, or train others as needed.

What You’ll Bring to the Role

• An associate degree in business or a related field, or an equivalent combination of education and experience.
• At least four years of related customer service experience with demonstrated customer service skills.
• Expert knowledge of investment or income products or markets, such as VA, VL, VUL, Retirement, and Business markets.
• An expert understanding of tax implications.
• Advanced written and verbal communication skills.
• The ability to manage a high volume of calls and cases, balance multiple responsibilities, and maintain a high degree of accuracy.
• Strong organizational skills and the ability to prioritize competing tasks.
• A commitment to continuous learning and improvement.
• Strong problem-solving skills and the ability to identify and explain available options.
• Demonstrated computer experience, solid keyboarding skills, and proficiency with current software packages.

Skills You Have

• Adaptive Communication: Explain complex information clearly and tailor your approach to clients, Financial Representatives, and internal partners.
• Case Management: Take ownership of cases, coordinate handoffs, communicate updates, and follow through on outstanding requirements.
• Compliance: Apply relevant standards, policies, and procedures while recognizing when additional guidance or escalation is needed.
• Customer Support: Understand client needs, organize relevant information, and resolve inquiries with patience, accuracy, and care.
• Escalation Management: Navigate challenging situations, involve the appropriate partners, and communicate clearly throughout resolution.
• Investment Products: Apply investment-product knowledge to servicing questions and transactions within your authorized scope.
• Root Cause Analysis & Decision Quality: Investigate underlying issues, evaluate available information and risks, and identify appropriate solutions.

Compensation Range:

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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.

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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.