Its an exciting and important time to be a part of Northwestern Mutual. Were strong, innovative, and growing. And we want you to grow with us. The Core Client Services team, part of Risk Client Services, supports our clients and Financial Advisors.

This is a Hybrid role for Franklin, WI

3 days on site and 2 days work from home - Start Date July 7th, 2025.

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

Becomes proficient at resolving inquiries and transactions from Financial Reps and clients on basic and intermediate (semi-complex) level calls and transactions which requires a basic understanding of a risk product.

Resolves routine problems by following defined standard process and evaluating solutions.

Takes responsibility of the client experience to make a difference by connecting with the client and seeing things from their point of view.

Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.

Fosters a professional relationship with our clients to enhance brand loyalty.

Exhibits consistent and appropriate style and customer focused approach to a variety of customers and customer situations.

Uses available resources to effectively and accurately complete routine cases.

Qualifications

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

Previous customer service experience preferred.

Effective written and verbal communication skills.

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

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.

Demonstrated 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.

Customer Service Mindset (NM) - Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions.

Customer Support (NM) - Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field. Uses customer intelligence to solve problems, demonstrate patience and understanding, ensure customer satisfaction by knowing the customer and audience and resolve customer complaints efficiently.

Change Adaptability (NM) - Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.

Client Advocacy (NM) - Translates customer issues and pain points into requirements, represents client’s best interests. Analyzes customer feedback to understand client needs and communicates client sentiment to product teams and relevant stakeholders.

Analytical Thinking (NM) - Organizes and compares various aspects of a situation to comprehend and identify key or underlying complex issues through the use of quantitative data and analysis; leverages strong business acumen, problem solving, and interpersonal skills to think critically about situations from multiple perspectives and consistently seeks ways to improve processes.

## LI-Hybrid

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

Compensation Range:

Pay Range - Start:

$18.37

Pay Range - End:

$27.55

Geographic Specific Pay Structure:

We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

Grow your career with a best-in-class company that puts our clients interests at the center of all we do. Get started now!

Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.