Investment Client Srvcs Rep (NRF)

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference. The application support team sits within Investment Client Services, which is the operational department of the investment products at Northwestern Mutual.

Job Description:

This position supports our field and home office colleagues by providing access to and troubleshooting issues with software applications used to support the investment business. Team members collaborate closely with financial representatives, their staff, and company colleagues to provide exceptional client support. Responsibilities include processing various access requests and handling field inquiries related to software application access and navigation.

Primary Duties & Responsibilities

• Provide Exceptional Service: Deliver a personalized and remarkable experience for our field partners and their staff by answering questions related to application access, navigation and troubleshooting in a call center environment.

• Resolve Inquiries and Transactions: Efficiently resolve inquiries and transactions from Financial Reps, handling basic, intermediate and complex level calls.

• Research and Evaluate Solutions: Investigate and evaluate potential solutions to complex issues and inquiries, often requiring deviation from standard procedures to identify root causes.

• Ownership and Anticipation: Take ownership of calls and anticipate future issues to prevent repeat calls and unnecessary call transfers.

• De-escalation Skills: Effectively de-escalate situations, guiding callers through complex and unique inquiries, and ensuring a positive client experience.

• Trusted Advocacy: Act as a trusted advocate for our Financial Representatives, partnering with them to meet the needs of our clients.

• Embrace Technology: Embrace new technology related to servicing investment business and advocate for its use. Understand interconnectivity between software applications and impacts to the user experience.

• Systems and Processes: Understand how systems connect to processes and outcomes.

• Confidentiality and Privacy: Handle phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.

• Adaptability: Be adept at shifting work priorities to meet the dynamic needs of the business.

Qualifications:

• Educational Background: Associate's degree in business or a related field, or an equivalent combination of education and experience, specifically in customer service:

  • For customer service, a minimum of 2 years of customer service experience preferably with a focus on financial services demonstrating proven customer service skills.

• Communication Skills: Advanced written and verbal communication skills, with the ability to clearly explain complex processes and resolve client inquiries effectively.

• Multi-tasking Ability: Strong ability to multi-task and handle a high volume of calls and caseloads with a high degree of accuracy and attention to detail.

• Prioritization and Time Management: Excellent organizational skills with the ability to prioritize tasks and manage time efficiently to meet deadlines.

• Continuous Improvement Enthusiasm: A strong desire to continuously learn and improve personal and team performance.

• Technical Proficiency: Comfort with troubleshooting issues within software applications and the ability to quickly learn and adapt to new software systems.

#LI-Hybrid