FINRA (6/63 or 7/63) Customer Service Representative - REMOTE Nationwide

Northwestern Mutual is seeking a FINRA-registered Customer Service Representative to support clients and Financial Representatives in a call center environment. The role provides personalized assistance with financial products and services, resolves basic through complex inquiries and transactions, promotes self-service technology, and maintains confidentiality while adapting to customer and business needs.

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
• 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 and is learning to become proficient in complex work
• Researches and evaluates possible solutions to complex problems that requires identifying root cause and some deviations from procedures
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients
• Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field. Understands risks and impacts that the transaction has on the client or policy
• Understands how systems connect to processes and outcomes
• Drives change and embraces continuous improvement by creating processes and provisions to accommodate change
• Fosters a professional relationship with our clients to enhance brand loyalty
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Adept at shifting work priorities to meet the needs of the business and customer demand

Requirements:

• Associates degree in business or related field or equivalent combination of education and experience
• Minimum of 2 years related customer service experience with proven customer service skills
• Advanced understanding of Investment or Income markets or products (i.e. VA, VL, VUL Retirement or Business markets)
• A basic understanding of tax implications
• Advanced 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
• 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
• This position has been classified as a Registered Representative under NMIS guidelines and requires fingerprinting
• Series 63 - FINRA, Series 6 - FINRA, SIE - FINRA