Northwestern Mutual is dedicated to delivering top-notch support for their underwriting processes. The Specialized Client Care Services Representative supports clients and field representatives with insurance underwriting needs, processing transactions and handling inquiries in a call center environment.
Responsibilities
- Delivers a personalized and remarkable experience for our Field/clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment
- Works on becoming proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a Specialized area
- 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 Experience Academy (Effortless Experience) training 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 Field callers 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
Skills
- Associate's 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
- Basic understanding of specialized products and/or markets (i.e. DI, LTC, Whole Life, COLI/BOLI, etc.)
- Basic understanding of 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
- Strong problem-solving skills and ability to provide options
- A strong desire to continuously learn and improve
- 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
Company Overview
Northwestern Mutual delivers financial security to millions with life, disability income and long-term care insurance, and investments. It was founded in 1857, and is headquartered in Milwaukee, Wisconsin, USA, with a workforce of 5001-10000 employees. Its website is https://www.northwesternmutual.com.
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