Customer Service Representative
Northwestern Mutual
full-time
Posted on:
Location Type: Remote
Location: Remote • Alabama, Iowa, New York, North Carolina, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $21 - $32 per hour
Job Level
JuniorMid-Level
About the role
- 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
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
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Remote work options
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceproblem-solvingmulti-taskingkeyboard skillsinvestment marketsincome marketstax implicationstransaction handlingcall center operationsprocess improvement
Soft skills
communicationorganizationde-escalationownershiprelationship buildingadaptabilitycontinuous learninganticipation of issuestrust advocacyprioritization
Certifications
Associates degree in business