Job Type


Northwestern Mutual
Franklin - WI, USA
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Primary Duties & 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
  • Becoming proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions in a Registered area.
  • Researches and evaluates possible solutions to semi-complex problems that requires identifying root cause and some deviations from procedures
  • Takes ownerships of calls and begins to anticipate future issues to avoid repeat calls and unnecessary call transfers
  • De-escalates client experience situations and able to apply 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 


  • 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
  • Basic understanding of Financial Services products
  • 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 training



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

Required Certifications:

Non-Registered Fingerprinted - FINRA