Customer Service Rep - Hybrid

Customer Service Representative

As a Customer Service Representative at Northwestern Mutual, you will be a key ambassador of our client experience. As part of our client service operations, you will engage with clients and financial representatives across multiple channels, expertly resolve inquiries and process transactions related to insurance, investments, or other financial products, and contribute to a culture that values proactive problem solving and continuous improvement. We are committed to providing exceptional support and are proud to welcome bilingual candidatesparticularly Spanish speakersas we strive to serve our diverse clientele.

This is a hybrid role for Franklin, WI, with three days on-site and two days' work from home, starting February 2nd, 2026.

Key responsibilities include :

Client Engagement : Provide prompt, accurate, and courteous service to clients and financial representatives via phone, email, and other digital channels.

Deliver personalized support by understanding customer needs and offering tailored solutions within the scope of Northwestern Mutual's products and services.

Issue Resolution : Handle both basic and intermediate inquiries with a clear understanding of our insurance, investment, or related financial products.

Use defined processes for routine issues while applying critical thinking to suggest effective solutions for non-standard situations.

System Navigation & Accuracy : Efficiently navigate multiple proprietary and standard software applications to process requests with exceptional attention to detail and accuracy.

Maintain high accuracy in data entry and case management, ensuring client information is handled securely and confidentially according to industry regulations and company policy.

Relationship Building : Develop professional and empathetic relationships with clients and Financial Advisors.

Enhance the overall client experience and build brand loyalty through proactive communication, follow-ups, and quality service.

Continuous Improvement : Embrace change in a dynamic environment and actively contribute ideas for process enhancements to improve efficiency and client satisfaction.

Participate in ongoing training sessions and professional development opportunities to stay current with products, services, regulations, best practices, and technological advances.

Required qualifications include :

An Associate's degree in Business, Finance, or a related field, or an equivalent combination of education and professional experience.

Exceptional verbal and written communication skills with a strong customer-focused mindset.

Strong organizational and multitasking abilities in fast-paced settings.

Demonstrated proficiency in using modern software packages and navigating multiple complex systems.

A proactive approach toward problem solving with a commitment to continuous learning and accuracy.

Why join Northwestern Mutual?

Growth Opportunities : We are invested in your professional development and provide clear pathways for career advancement within a stable and respected company.

Inclusive Culture : We foster a diverse and inclusive environment that encourages collaboration, integrity, and mutual respect.

Impactful Work : Your role directly influences client satisfaction and financial security, contributing to the overall success of our clients and the company, making a measurable impact.