The Account Maintenance & New Accounts team within Investment Client Services supports our field partners and clients by resolving servicing needs and completing account-related requests accurately and efficiently in a regulated, client-focused environment. This role handles end-to-end issue ownership across calls and transactions, including complex problem solving, de-escalation, and continuous improvement while maintaining strict confidentiality and client data privacy standards

Job Description

Primary Duties & Responsibilities:

• Delivers a personalized and remarkable experience for our clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.

• Expert at resolving inquiries and transactions from clients (Financial Representatives) on basic, intermediate (semi-complex), calls and transactions in a registered area and proficient at complex work.

• Researches and evaluates possible solutions to complex problems that requires identifying root cause and deviation from procedures and handles escalation resolution.

• Regularly promotes client retention and identifies opportunities for the field to build existing relationship, knows when to refer back to the field for follow up.

• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.

• Ability to de-escalate client experience situations effectively while guiding clients (Financial Representatives) through complex and unique inquiries.

• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.

• Embraces new technology and serves as an advocate for self-service capabilities by educating- the field for the benefit of their client.

• Understands risks and impacts that the transaction has on the client or account.

• Understands how systems connect to processes and outcomes. Supports digital savvy capabilities in self and others/Understands how to explain system limits and capabilities to others.

• Lead others through change (help others adapt to changing environments and accept new situations).

• Works effectively with ambiguity in a regulatory environment to deliver a positive outcome.

• Fosters a professional relationship with team members, field staff and our clients to enhance brand loyalty.

• Handles phone and transactional responsibilities while adhering to strict confidentiality and client data privacy standards.

• Demonstrates the ability to coach, mentor or train others as needed.

Qualifications:

• Associates degree in business or related field or equivalent combination of education and experience.

• Minimum of 4 years related customer service experience with proven customer service skills.

• Basic knowledge of investment products or financial markets.

• Basic understanding of tax implications.

• Advanced 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.

• A strong desire to continuously learn and improve.

• Strong problem-solving skills and ability to provide options.

• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.Non-Registered Fingerprinted - 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