Client Care Srvcs Rep- (IWS) - Hybrid

As a Client Care Services Representative within the Integrated Website Services department, you will play a crucial role in delivering exceptional support and enhancing the client experience. You will engage with prospects, clients, and field representatives across multiple channels, providing consultative services to support navigation of consumer website and mobile app functionality. Your responsibilities will include:

• Expertly Resolving Inquiries: Process transactions related to website services and ensure seamless client experiences.

• Ticket Management: Create and update tickets on incidents, safeguard personal data, and update client information.

• Account Assistance: Help clients in connecting/linking external accounts on the consumer website.

• Issue Ownership: Take ownership of ticket issues and de-escalate calls when necessary to provide resolutions.

• Business Presentation: Present business concepts and job resources while contributing to a culture of proactive problem-solving and continuous improvement.

• Technology Advocacy: Embrace new technology and advocate for self-service capabilities by educating clients and field representatives.

• Multi-tasking: Perform multiple job functions to support service levels and service level agreements.

Qualifications

• Associate's 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 written and verbal communication skills.

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

• Strong organizational skills with the ability to prioritize tasks.

• Strong problem-solving skills and ability to provide options.

• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.

Join us in fostering a professional relationship with our clients to enhance brand loyalty and drive continuous improvement in our services.

Compensation Range:

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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.

Policy Inquiries & Complaints Management (NM) - Intermediate, Customer Service Mindset (NM) - Intermediate, Prioritization (NM) - Intermediate, Policy & Procedure (NM) - Intermediate, Case Management (NM) - Intermediate, Teamwork (NM) - Intermediate, Compliance (NM) - Intermediate, Tax Awareness (NM) - Advanced, Field Relations (NM) - Intermediate, Analytical Thinking (NM) - Intermediate, Adaptive Communication (NM) - Intermediate, Quality Acumen (NM) - Intermediate, Root Cause Analysis & Decision Quality (NM) - Intermediate, Client Advocacy (NM) - Intermediate, Data Security (NM) - Advanced, Attention to Detail (NM) - Intermediate, Insurance Products (NM) - Intermediate, Change Adaptability (NM) - Intermediate, Customer Support (NM) - Intermediate, Escalation Management (NM) - Intermediate

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups