Specialized Client Care Srvcs Rep (NRF) (Disability Income) - Hybrid
Northwestern Mutual is dedicated to providing high-quality support to clients through its Disability Income Service Operations team. In this Senior Representative role, you will resolve inquiries, take ownership of issues, and promote digital self-service tools while ensuring compliance and a remarkable client experience.
Responsibilities
- Delivers a personalized and remarkable experience for clients and field partners by answering questions, providing servicing options, and supporting DI products and services in a call center environment
- Proficient at resolving inquiries and transactions from Financial Representatives and clients on basic and intermediate (semi-complex) calls and transactions within the Disability Income specialized area; continues building proficiency in more complex work
- Researches and evaluates potential solutions to semi-complex problems by identifying root cause and, when appropriate, applying approved deviations from standard procedures to achieve the best outcome
- Takes ownership of calls, cases, and transactions through resolution; anticipates future needs to reduce repeat contacts and unnecessary transfers
- De-escalates challenging situations and applies skills learned in client experience training (Effortless Experience/CEB) to guide clients and field partners through complex or unique scenarios
- Serves as a trusted advocate for Financial Representatives by partnering with them to meet client needs and by clearly explaining servicing pathways, requirements, and next steps
- Embraces technology and promotes digital self-service by educating clients and Financial Representatives on website/self-service capabilities; understands risks and impacts of transactions on the client or policy
- Works effectively in a regulated environment by adhering to confidentiality and privacy standards while handling sensitive phone and transactional responsibilities
- Multi-tasks between phone and casework/transactional duties with a high degree of accuracy, quality, and timeliness while managing a high-volume workload
- Embraces change by maintaining an open mindset, adjusting quickly to new or changing processes, and supporting adoption of updated procedures
- Drives continuous improvement by identifying opportunities to improve the client/field experience, reduce friction in servicing, and strengthen quality outcomes
- Fosters professional relationships with clients, field partners, and teammates to enhance brand loyalty and collaboration
Skills
- Associate's degree in business or related field, or an equivalent combination of education and experience
- Minimum of 1 year of related customer service experience with proven customer service skills
- Strong written and verbal communication skills
- Ability to multi-task and handle a high volume of calls and/or caseload with a high degree of accuracy
- Strong organizational skills with the ability to prioritize tasks effectively
- Ability to welcome change and embrace continuous improvement in a fast-paced environment
- Strong problem-solving skills with the ability to provide clear options and recommendations
- 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
Benefits
- Flexible work schedules
- Concierge service
- Comprehensive benefits
- Employee resource groups
Company Overview