Client Care Services Rep (NRF) - Hybrid

Job Title

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.
• Resolves inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions and is learning to become proficient in complex work.
• 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 Effortless Experience training (CEB) 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 clients 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 :

Pay Range - Start : $20.11

Pay Range - End : $30.16

Geographic Specific Pay Structure :

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.

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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.