Specialized Client Care Srvcs Rep UWCC - Hybrid

Underwriting Contact Center Position

The Underwriting Contact Center (UWCC) is an integral part of our organization, dedicated to delivering top-notch support for our underwriting processes.

Job Description : This position supports our field and clients with their insurance underwriting needs. Team members collaborate closely with financial representatives, their staff, and company colleagues to provide exceptional client support. Responsibilities include processing various underwriting transactions and handling customer inquiries related to underwriting and policy management.

Primary Duties and Responsibilities

• Delivers a personalized and remarkable experience for our Field / clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment.
• Works on becoming proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a Specialized area.
• Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures.
• Takes ownership of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers.
• De-escalates client experience situations and applies skills learned in Experience Academy (Effortless Experience) training to all situations.
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology, educates clients and Financial Representatives on our client website and self-service capabilities and understands risks and impacts that the transaction has on the client or policy.
• Embraces change by keeping an open mind to new ideas and readily adjusts to new or changing processes.
• Embraces continuous improvement by identifying opportunities for improvement.
• Fosters a professional relationship with our Field callers to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Multi-tasks between phone and casework / transactional duties with the high degree of accuracy and quality.

Qualifications

Compensation Range : $20.11 - $30.16

Geographic Specific Pay Structure : Northwestern Mutual is committed to fairness and transparency in compensation. 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.

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.