Investment Client Services Specialist – Rep Reassignment Team
Northwestern Mutual
full-time
Posted on:
Location Type: Hybrid
Location: Franklin • Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $48,580 - $90,220 per year
Job Level
Senior
About the role
- Own case work end-to-end for rep reassignment: intake, research, documentation, operational updates, and final quality checks across brokerage and advisory accounts.
- Consult the field on access/navigation, reassignment rules, and account maintenance; de-escalate sensitive scenarios with clarity and empathy.
- Safeguard supervisory integrity by applying oversight standards on impacted advisory accounts and ensuring policies and controls are followed.
- Resolve and prevent issues by investigating root causes, reconciling discrepancies, and maintaining an auditable trail.
- Analyze data and trends (Excel) to monitor volumes, turnaround times, error patterns, and downstream impacts; recommend fixes and backlog items.
- Collaborate cross-functionally with ICS peers and enterprise partners to remove friction and improve consistency.
- Support service performance for case queues and phone coverage as needed, adjusting priorities to meet demand.
- Contribute to change by participating in UAT and process improvements; communicate changes clearly to stakeholders.
Requirements
- Bachelor’s in Business or related field or equivalent industry experience.
- 3+ years in investment services/operations.
- Strong judgment in ambiguous situations.
- Analytical, detail-oriented, and comfortable making decisions.
- Excellent interpersonal and written communication.
- Self-directed, organized, and effective at managing multiple assignments.
- Solid operational knowledge of brokerage/advisory products and procedures.
- Excel proficiency; comfort with data analysis and pattern recognition.
Benefits
- Health insurance
- Paid time off
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisExcelroot cause investigationdiscrepancy reconciliationquality checkscase managementprocess improvementUAT
Soft skills
judgmentanalyticaldetail-orientedinterpersonal communicationwritten communicationself-directedorganizedeffective multitaskingclarityempathy
Certifications
Bachelor’s in Business