Client Services Representative (Banking), Sr. jobs in Milwaukee, WI

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

This role is a Hybrid - 3 day in office 2 day remote role that will service our Field and Clients for our Beneficiary and Title teams.

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

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

• Minimum of 1 year related customer service experience with proven customer service skills.

• Advanced knowledge of single risk product or process.

• Basic understanding of multiple risk products or processes.

• Basic understanding of financial planning.

• Strong written and verbal communication skills.

• Ability to multi-task and handle high volume of calls/case load with the greatest possible degree of accuracy.

• Strong organization skills with the ability to prioritize tasks.

• Ability to welcome change and embrace continuous improvement in a fast-paced work environment.

• A strong desire to continuously learn and improve.

• Strong problem-solving skills and ability to provide options.

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

• Ability to navigate multiple systems and applications to complete standard requests.

• Successful completion of any required testing.

#LI-Hybrid

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.

Required Certifications:

Compensation Range:

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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 additional 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. 

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups

About the Company:
Northwestern Mutual

We believe relationships are built on trust. That our lives and our work matter. And that doing what’s right is good for everyone — our clients, our employees, our financial representatives and our communities.
These beliefs launched our company nearly 160 years ago. Today, they’re just a few of the reasons why people choose to build careers at Northwestern Mutual.

That means we’ll be here for the millions of people who are counting on us—our clients, our employees, our financial representatives and our communities.

We make a positive difference in our communities. Nationally, thousands have benefited from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they’re passionate about.

In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We’re strong, innovative and growing. And we want you to grow with us.

We provide opportunities for employees to grow themselves, their careers, and, in turn, our business. Movement around the company is encouraged and we help our people build meaningful, long-term careers.

We’re expanding our campus in downtown Milwaukee overlooking Lake Michigan. The Northwestern Mutual Tower and Commons will include a state-of-the-art employee Learning Institute, and will feature a natural light-filled, 21st century work environment. This signature development reinforces our commitment to job growth, attracting top talent and drawing new business to Milwaukee.

Located on beautiful Lake Michigan, Milwaukee offers a perfect balance of big city and small town living. Home to Summerfest, the world’s largest music festival, Milwaukee has a thriving music scene, a celebrated annual film festival and vibrant performing arts community. Professional sports teams include the Milwaukee Brewers, Milwaukee Bucks and other major teams. And outdoor family fun is easy here. An extensive urban bike path network links our lakefront parks, beaches and other recreational hotspots.

At Northwestern Mutual, our employees, and our business, are always evolving. We are agile and continuously learning and improving. We have a work environment that empowers problem solving and encourages innovation—you will make an impact here.

Our “do-what’s-right” value is pervasive. We ask ourselves: “Is this in the best interest of our clients? Our employees? Our financial representatives?” Acting on this value improves our clients’ experience, and makes Northwestern Mutual a better place to work.

Onsite training and leadership development programs help employees succeed and grow. We also sponsor learning opportunities outside the company to help employees stay current in their fields, network with peers and gain external perspective.

We believe diversity and inclusion cultivate creativity, innovation and a better experience for our clients. That’s why we recruit and grow people who bring unique perspectives, ideas, beliefs and cultural backgrounds.

Company Size:
5,000 to 9,999 employees

Industry:
Financial Services

Founded:
1857

Website:
https://www.northwesternmutual.com/