Northwestern Mutual

Licensed Customer Service Representative – Series 6/63, 7/63

Northwestern Mutual

full-time

Posted on:

Location Type: Remote

Location: New Jersey • North Carolina • United States

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Salary

💰 $22 - $33 per hour

About the role

  • Delivers a personalized and exceptional experience for clients by answering questions, providing servicing options, and supporting products or services in a call center environment.
  • Proficient in resolving basic and intermediate (semi-complex) inquiries and transactions from Financial Representatives and clients within a registered area, while continuing to develop proficiency in more complex work.
  • Researches and evaluates potential solutions to complex problems, which may require identifying root causes and navigating deviations from standard procedures.
  • Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary transfers.
  • Effectively de-escalates challenging client situations while guiding clients through complex or unique inquiries.
  • Serves as a trusted advocate for Financial Representatives and partners with them to meet client needs.
  • Embraces new technology and promotes website and self-service capabilities by educating clients and field partners, while understanding the risks and impacts transactions may have on clients or policies.
  • Understands how systems connect to processes and outcomes.
  • Drives change and supports continuous improvement by helping develop processes and provisions to accommodate evolving business needs.
  • Fosters professional relationships with clients to enhance brand loyalty.
  • Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
  • Adapts work priorities to meet changing business and customer demands.

Requirements

  • Associate degree in business or a related field, or an equivalent combination of education and experience.
  • Minimum of two years of related customer service experience with demonstrated customer service skills.
  • Advanced understanding of investment or income products or markets (e.g., VA, VL, VUL, Retirement, or Business markets).
  • Basic understanding of tax implications.
  • Strong written and verbal communication skills.
  • Ability to multitask and manage a high volume of calls or caseloads with a high degree of accuracy.
  • Strong organizational skills with the ability to prioritize tasks effectively.
  • Demonstrated desire to continuously learn and improve.
  • Strong problem-solving skills with the ability to provide effective options and solutions.
  • Demonstrated computer proficiency with solid keyboarding skills and experience using common software applications.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceproblem-solvingmultitaskingkeyboard proficiencyinvestment productsincome productstax implicationstransaction handlingprocess improvementconfidentiality standards
Soft Skills
communication skillsorganizational skillsadaptabilityrelationship buildingde-escalationownershipcontinuous learningprioritizationclient advocacyanticipation of issues
Certifications
Associate degree in business