Licensed Customer Service Rep - Remote Nationwide (Series 6/63 or 7/63)

Northwestern Mutual is a leading financial services company, and they are seeking a Licensed Customer Service Representative to support their Client Services Operations organization. The role involves delivering high-quality client service through transaction processing, issue resolution, and effective communication with clients and Financial Representatives.

Responsibilities:

• Delivers a personalized and exceptional experience for clients by answering questions, providing servicing options, and supporting products or services in a call center environment
• Proficient in resolving basic and intermediate (semi-complex) inquiries and transactions from Financial Representatives and clients within a registered area, while continuing to develop proficiency in more complex work
• Researches and evaluates potential solutions to complex problems, which may require identifying root causes and navigating deviations from standard procedures
• Takes ownership of calls and anticipates future issues to avoid repeat calls and unnecessary transfers
• Effectively de-escalates challenging client situations while guiding clients through complex or unique inquiries
• Serves as a trusted advocate for Financial Representatives and partners with them to meet client needs
• Embraces new technology and promotes website and self-service capabilities by educating clients and field partners, while understanding the risks and impacts transactions may have on clients or policies
• Understands how systems connect to processes and outcomes
• Drives change and supports continuous improvement by helping develop processes and provisions to accommodate evolving business needs
• Fosters professional relationships with clients to enhance brand loyalty
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Adapts work priorities to meet changing business and customer demands

Requirements:

• Associate degree in business or a related field, or an equivalent combination of education and experience
• Minimum of two years of related customer service experience with demonstrated customer service skills
• Advanced understanding of investment or income products or markets (e.g., VA, VL, VUL, Retirement, or Business markets)
• Basic understanding of tax implications
• Strong written and verbal communication skills
• Ability to multitask and manage a high volume of calls or caseloads with a high degree of accuracy
• Strong organizational skills with the ability to prioritize tasks effectively
• Demonstrated desire to continuously learn and improve
• Strong problem-solving skills with the ability to provide effective options and solutions
• Demonstrated computer proficiency with solid keyboarding skills and experience using common software applications
• This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting
• Series 63 - FINRA, Series 6 - FINRA, SIE - FINRA