Customer Service Representative

Customer Service Representative

Requirements

• An Associate’s degree in Business, Finance, or a related field, or an equivalent combination of education and professional experience.
• Exceptional verbal and written communication skills with a strong customer-focused mindset.
• Strong organizational and multitasking abilities in fast-paced settings.
• Demonstrated proficiency in using modern software packages and navigating multiple complex systems.
• A proactive approach toward problem solving with a commitment to continuous learning and accuracy.

Responsibilities

• Provide prompt, accurate, and courteous service to clients and financial representatives via phone, email, and potentially other digital channels.
• Deliver personalized support by understanding customer needs and offering tailored solutions within the scope of Northwestern Mutual’s products and services.
• Handle both basic and intermediate (semi-complex) inquiries with a clear understanding of our insurance, investment, or related financial products.
• Use defined processes for routine issues while applying critical thinking to suggest effective solutions for non-standard situations.
• Efficiently navigate multiple proprietary and standard software applications to process requests with exceptional attention to detail and accuracy.
• Maintain high accuracy in data entry and case management, ensuring client information is handled securely and confidentially according to industry regulations and company policy.
• Develop professional and empathetic relationships with clients and Financial Advisors.
• Enhance the overall client experience and build brand loyalty through proactive communication, follow-ups, and quality service.
• Embrace change in a dynamic environment and actively contribute ideas for process enhancements to improve efficiency and client satisfaction.
• Participate in ongoing training sessions and professional development opportunities to stay current with products, services, regulations, best practices, and technological advances.

Preferred Qualifications

• Customer Service Mindset (NM) – Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making.
• Customer Support (NM) – Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field.
• Change Adaptability (NM) – Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.
• Client Advocacy (NM) – Translates customer issues and pain points into requirements, represents client’s best interests.
• Analytical Thinking (NM) – Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes.
• Adaptive Communication (NM) – Formulates strategies to be used to convey complex information about services, products, systems, or processes to targeted audiences; communicates and liaises between technical and non-technical audiences.
• Quality Acumen (NM) – Demonstrates thorough understanding of the professional domain, adheres to established industry standards, and exhibits effective consultative behaviors.