**Open to remote...If local to the Franklin/Milwaukee area, it will be hybrid onsite at our Franklin office...3 days onsite***
Series 6 or 7 AND Series 63 License - REQUIRED
Department: Income & Maturity Services (IMS)
About the Job: The Income and Maturity Services Department (IMS) is a vital part of our organization, delivering seamless support for converting accumulated funds into guaranteed income streams. We partner closely with financial representatives, client service specialists, and internal teams to ensure smooth transitions from accumulation to payout phases.
What You'll do:
In this role, you’ll support our field teams and clients with income disbursement and policy maturity needs. You’ll process income conversion transactions, manage maturity options (e.g., lump‑sum or annuitized payouts), and address customer inquiries related to income and maturity services. You’ll thrive in a collaborative, metrics‑driven call center environment that prizes ownership, clarity, and continuous improvement.
Deliver remarkable service: Answer questions, present servicing options, and help clients navigate their products and services in a call center environment.
Resolve inquiries and transactions: Handle basic and intermediate (semi‑complex) calls and transactions from financial representatives and clients in registered areas while building proficiency in more complex work.
Research and problem‑solve: Investigate root causes and evaluate solutions—occasionally deviating from standard procedures when appropriate—to resolve complex issues efficiently.
Own the experience: Take ownership of calls, anticipate future issues, and proactively prevent repeat contacts or unnecessary transfers.
De‑escalate effectively: Guide clients through complex or unique inquiries while protecting the client experience.
Advocate for the field: Serve as a trusted partner to financial representatives, aligning on client needs and outcomes.
Champion digital & self‑service: Promote website and self‑service capabilities; understand the risks and downstream impacts of each transaction on the client or policy.
Connect systems to outcomes: Understand how systems and processes connect to produce accurate, timely results.
Drive change: Embrace continuous improvement and help create processes and provisions that accommodate evolving business needs.
Build loyalty: Foster professional relationships that enhance brand loyalty and trust.
Protect confidentiality: Handle phone and transactional work with strict privacy and confidentiality standards.
Adapt to demand: Shift priorities fluidly to meet business and customer needs.
Ensure good order at maturity: Review income plan election forms for “good order,” resolve NIGO items with field partners, and maintain case tracking for maturing annuity contracts.
Support suitability & compliance: For fixed, variable, blended, or portfolio income plans, confirm required suitability forms are completed by licensed/trained financial representatives.
What You’ll Bring to the Role:
Associate’s degree in business or related field, or equivalent combination of education and experience.
Minimum 2 years of customer service experience with proven client‑service skills.
Strong organization skills and the ability to prioritize.
A continuous learning mindset and curiosity for improvement.
Demonstrated problem‑solving skills and the ability to provide clear options.
Proficiency with modern software tools and solid keyboarding skills.
FINRA Licensing: Series 6 and Series 6
Skills You have:
Change Adaptability (NM) – Intermediate
Adapts readily to continual change; stays open to new methods and ways of working, and adjusts behavior to suit the situation and evolving business needs.
Financial Services Industry Acumen (NM) – IntermediateUnderstands key concepts, regulations, products, and trends in financial services; applies this knowledge to support informed, compliant, and client‑centric decisions.
Adaptive Communication (NM) – IntermediateConveys complex information clearly to targeted audiences; bridges communication between technical and non‑technical stakeholders with tailored messaging.
Customer Service Mindset (NM) – IntermediateAnticipates customer needs and uses insights to solve problems and drive outcomes; leverages trends to help customers make informed decisions and ensure satisfaction.
Analytical Thinking (NM) – IntermediateOrganizes and compares data to identify core issues; applies business acumen and problem‑solving skills to think critically and improve processes.
#LI-Remote
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:
$21.77Pay Range - End:
$32.66Geographic 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.
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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.
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