Registered Client Care Srvcs Rep (S6/63) - IMS - Remote

The Income and Maturity Services Department (IMS) is a vital part of our organization, focused on delivering seamless support for converting accumulated funds into guaranteed income streams.

Job Description:

This position supports our field teams and clients with their income disbursement and policy maturity needs. Team members work closely with financial representatives, client service specialists, and internal departments to ensure smooth transitions from accumulation to payout phases. Responsibilities include processing various income conversion transactions, managing maturity options such as lump-sum or annuitized payouts, and addressing customer inquiries related to income and maturity services.

Primary Duties and 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

• Proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a registered area and is learning to become proficient in complex work.

• Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures

• Takes ownerships 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 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 website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy.

• Understands how systems connect to processes and outcomes.

• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change.

• Fosters a professional relationship with our clients to enhance brand loyalty

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

• Adept at shifting work priorities to meet the needs of the business and customer demand.

Qualifications

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

• Minimum of 2 years related customer service experience with proven customer service skills

• Advanced understanding of Investment or Income markets or products (i.e. VA, VL, VUL Retirement or Business markets)

• A 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

#LI-Remote

Compensation Range:

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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.

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