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