Role Summary

This role is part of the Client Services Operations organization and supports the day-to-day servicing needs of clients and Financial Representatives. The position is responsible for delivering high-quality client service through accurate transaction processing, issue resolution, and clear communication across a range of investment-related inquiries. Associates in this role handle phone-based and transactional work, navigate multiple systems, and follow established processes while applying sound judgment to resolve more complex scenarios. The focus is on operational excellence, risk awareness, and providing a consistent, professional client experience.

Primary Duties and Responsibilities

• 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.

Qualifications

• 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.

This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.Series 63 - FINRA, Series 6 - FINRA, SIE - FINRA

Compensation Range:

Pay Range - Start:

Pay Range - End:

Geographic Specific Pay Structure:

Structure 110:

Structure 115:

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.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!

Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

Skills

Customer Service Mindset (NM) - Intermediate, Policy Inquiries & Complaints Management​ (NM) - Intermediate, Prioritization (NM) - Intermediate, Policy & Procedure (NM) - Intermediate, Case Management (NM) - Intermediate, Teamwork (NM) - Intermediate, Compliance (NM) - Intermediate, Field Relations (NM) - Intermediate, Analytical Thinking (NM) - Intermediate, Adaptive Communication (NM) - Intermediate, Root Cause Analysis & Decision Quality (NM) - Intermediate, Quality Acumen (NM) - Intermediate, Client Advocacy (NM) - Intermediate, Data Security (NM) - Advanced, Attention to Detail (NM) - Intermediate, Financial Services Industry Acumen (NM) - Intermediate, Insurance Products (NM) - Intermediate, Change Adaptability (NM) - Intermediate, Customer Support (NM) - Intermediate, Escalation Management (NM) - Intermediate, Investment Products (NM) - Intermediate, Tax Awareness (NM) - Intermediate

FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups