Client Care Services Representative

Northwestern Mutual

Client Care Services Rep handling client inquiries and providing servicing options in a call center environment. Ensuring high-quality interactions and addressing client needs effectively.

Posted 6/25/2026full-timeFranklin • Wisconsin • 🇺🇸 United StatesJunior💰 $21 - $31 per hourWebsite

About the role

Key responsibilities & impact

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.
Resolves inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions and is learning to become proficient in complex work.
Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures
Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers
De-escalates client experience situations and applies skills learned in Effortless Experience training (CEB) to all situations.
Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
Embraces new technology, educates clients and Financial Representatives on our client website and self-service capabilities and understands risks and impacts that the transaction has on the client or policy.
Embraces change by keeping an open mind to new ideas, and readily adjusts to new or changing processes.
Embraces continuous improvement by identifying opportunities for improvement.
Fosters a professional relationship with our clients to enhance brand loyalty.
Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
Multi-tasks between phone and casework/transactional duties with the high degree of accuracy and quality.

Requirements

What you’ll need

Associates degree in business or related field or equivalent combination of education and experience.
Minimum of 1 year related customer service experience with proven customer service skills.
Advanced knowledge of single risk product or process.
Basic understanding of multiple risk products or processes.
Basic understanding of financial planning.
Strong 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.
Ability to welcome change and embrace continuous improvement in a fast-paced work environment.
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.
Ability to navigate multiple systems and applications to complete standard requests.
Successful completion of any required testing

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceproblem-solvingfinancial planningmulti-taskingkeyboard skillsnavigating systemstransaction handlingrisk product knowledgeaccuracy in caseworkcall handling

Soft Skills

communication skillsorganizational skillsadaptabilitycontinuous improvementrelationship buildingownershipde-escalationanticipation of issuesopen-mindednessprioritization

Certifications

Associates degree in businesscustomer service certificationCEB Effortless Experience training