Client Service Representatives: Beginning a Career at Northwestern Mutual
Perhaps one of Northwestern Mutual’s most important roles, client services representatives (CSRs), have the unique experience of being exposed to different areas of our business. They tirelessly work to solve different challenges for our financial representatives across the country, which means learning about all of the products we offer. This allows CSRs to expand their skillset and expertise, making them perfect candidates for many other jobs within Northwestern Mutual.
We chatted with three former CSRs who provided insight into how their experience opened doors to other roles within the business and how the skills they learned set them up for success.
Why was starting as a client service representative a good stepping stone for your long-term career path at NM?
Marisa, Client Care Coach Spec
I started as a CSR in January 2022 and I am currently a client care coach specialist, working in the underwriting contact center on the learning and development team. I am responsible for training and coaching new hires and other experienced CSRs. In my experience, starting as a CSR has proved to be a great pathway to other positions at NM. Every day you talk to a variety of different departments, which helps you form connections, understand the variety of roles, and see the opportunity for personal and professional growth . The managers really try to set you up for success. If there's a department you'd like to learn about, then they'll set up a job shadow or a meet and greet so you can learn more. It's a unique opportunity that gives you plenty of future options.
How do you believe your experience as a client service representative prepared you for the challenges you face in your current role?
Patrick, Field Share Services Wealth Ops Sr. Specialist
You can solve simple and abstract problems, but you also learn that you don't have to know everything. I’ve learned how to ask for help and lean on others who may know more than me. You also get to learn from our financial representatives,, not only getting a glimpse into their role in the business, but also building trust in every interaction. Also, you learn how to collaborate as a team. Being in the office, I learned so much from everyone around me and listening to other people take phone calls and learning from their experience and mistakes.
What was the biggest learning/key take away you gained while working as a CSR?
Marlon, Case Management Sr Spec
Empathy opens the door. Showing empathy is showing our financial representatives that you are actively listening to their concerns. And you’re not only addressing the solution, but you’re also addressing how they may feel about their relationship with NM. And a lot of times on challenging calls, a simple apology on behalf of NM, I apologize for this experience, may really help you establish key relationships for the long haul. I’ve learned that it’s my job to make it right and to get their ship on the right track.
Can you name a specific instance in your current role in which you had to lean on the skills you learned at your previous role as a CSR?
Marisa, Client Care Coach Spec
I learned a lot of skills as a CSR, but the most important lesson that I still use to this day would be communicating and learning when and how to flex my communication style. At first, when I was on the phones, I approached it by thinking about how I would want to be helped if the roles were reversed, but I learned that this doesn’t apply to everyone since people are very unique and different. So, you must change your communication style to help different people on calls. Now I apply this to my own role by having to flex when I'm training people and coaching them. Since everybody likes to be coached differently and everybody learns information differently, I really had to learn who that individual is so I can help them become better at their position.
Interested in becoming a client services representative and beginning your career path at NM? Check out our open positions and apply today.