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Investment Client ServicesTrainee

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

What's the role:

As a Service Representative you are the face of Northwestern Mutual, providing problem resolution for external customers, as well as agency-based and home office employees. In accordance with established guidelines, your duties encompass issues identification and resolution, research and evaluation using available resources, and handling of routine casework processing.

In consultation with higher-level staff, you'll be handling moderately complex calls, deciding on the appropriate course of action, making referrals to the appropriate provider, identifying the need for special handling as appropriate, and taking responsibility for the efficient escalation of more complex calls.

As a team player, you'll benefit professionally from the opportunity to share knowledge and seek the advice of your peers as you contribute to realization of the team's overall business goals; quality, productivity and customer satisfaction are your highest priorities.

  • Deliver a distinctive client experience. Successfully resolves questions and inquiries from Financial Reps and clients.

  • Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers.

  • Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.

  • Educates clients and Financial Representatives on our client website and self-service capabilities.

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

  • Exhibits skill in de-escalating servicing concerns.

  • Achieves productivity standards and goals while maintaining the highest level of customer service.

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

  • Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality.

  • Able to work independently and with your team to consistently identify opportunities improve work processes.

  • Researches and evaluates possible solutions using all available resources.

  • Manages casework in accordance with area service and/or productivity standards.

  • Welcomes change and embraces an environment where continuous improvement is expected from all employees.

  • Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand.

  • Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives.

  • Ability to interact with latest technologies including devices to do their jobs and interact with clients.

  • Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint.

This position can be 100% remote-work out of your home.

Bring you best! What this role needs:

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

  • Previous customer service experience preferred.

  • Equally strong written and verbal communication skills.

  • FINRA Series 7/63 and SIE required or needs to be obtained with a specific time frame.

  • Ability to multi-task, prioritize and manage time effectively.

  • Willingness to embrace change in a fast paced work environment.

  • Desire to resolve complex problems.

  • A strong desire to continuously learn and improve.

  • Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.

  • Successful completion of customer service required testing

This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting.

Required Certifications:

Series 63 - FINRA, Series 7 - FINRA, SIE - FINRA

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now! 

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.