Specialized Client Care Srvcs Rep UWCC

Northwestern Mutual is dedicated to delivering top-notch support for their underwriting processes. The Specialized Client Care Services Representative supports clients and field representatives with insurance underwriting needs, processing transactions and handling inquiries in a call center environment.

Responsibilities

• Delivers a personalized and remarkable experience for our Field/clients by answering their questions, providing servicing options and helping them with their products or services in a call center environment
• Works on becoming proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a Specialized area
• 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 Experience Academy (Effortless Experience) training 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 Field callers 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

Skills

• Associate's 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
• Basic understanding of specialized products and/or markets (i.e. DI, LTC, Whole Life, COLI/BOLI, etc.)
• Basic understanding of 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
• Strong problem-solving skills and ability to provide options
• A strong desire to continuously learn and improve
• 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

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