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Service Rep II

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

Primary Duties and Responsibilities

  • Provides quality and timely customer service to field and home office staff on the following topics Benefits, Compensation, Sales Reporting.

  • Communicates with callers clearly in an open, direct, and timely manner.

  • Answers questions that are routine, escalates calls as needed.

  • Identifies the need for special handling and coordinates problem resolution, in addition to understanding the overall impact.

  • Provides complete and accurate solutions to all customer needs with appropriate guidance.

  • Under the direction of the Manager, Specialist, or Mentor, may handle more complex inquiries.

  • Adheres to phone schedules in accordance with set standards.

  • Gives and receives regular feedback/information in an open and positive manner.

  • Helps others with additional casework as needed.

  • Tries new ways of challenging the status quo and changing the way we work.

  • Contributes to a positive environment by openly communicating new ideas/solutions, perspectives and experiences in team meetings, training sessions, 1x1s and huddles.

  • Demonstrates behaviors that reflect and support our company and department values, vision, and culture of learning/growth

  • Acts in a manner necessary to achieve organizational results (i.e. big picture).

  • Organizes work in a manner that allows team members to easily locate and complete casework when needed.

  • Written communication (Emails, Assist Edge, Casetracker, SharePoint) is professional, complete, timely, accurate and effective.

  • Follows set procedures and standard work.

  • Exhibits a commitment towards personal learning and growth.

  • Takes initiative to learn topics outside of core responsibilities.


Qualifications

  • High School diploma.

  • Minimum of two years of work experience demonstrating proficiency performing a variety of mathematical calculations and inputting accurate data.

  • Experience should include minimum of one year of previous field compensation experience, one year of call center and/or customer service experience, or a combination thereof in a financial services environment.

  • Strong demonstrated skills in analyzing complex information, problem solving, judgment, and independent decision making

  • Insurance Operations Experience a helpful

  • High level or organization and follow through.

  • Able to identify and establish priorities to meet deadlines on multiple assignments.

  • Demonstrated computer experience, including Word and Excel.

  • Commitment to quality customer service.

  • Has highly developed and demonstrated verbal and written communication skills proficiency within the home office and the field.

  • Must handle confidential data in a manner consistent with the Privacy Information

  • Act and Northwestern Mutual Standards

  • Successful completion of any appropriate pre-employment testing.

Compensation Range:

Pay Range - Start:

$19.33

Pay Range - End:

$28.99

Northwestern Mutual pays on a geographic-specific salary structure and placement in the salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity as well as the cost of labor in the market; and other conditions of employment. At Northwestern Mutual, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. Please note that the salary range listed in the posting is the standard pay structure. Positions in certain locations (such as California) may provide an increase on the standard pay structure based on the location. Please click here for additiona l information relating to location-based pay structures.

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.

If you work or would be working in California, Colorado, New York City, Washington or outside of a Corporate location, please click here for information pertaining to compensation and benefits.


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.