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 Company Overview Northwestern Mutual delivers financial security to millions with life, disability income and long-term care insurance, and investments. It was founded in 1857, and is headquartered in Milwaukee, Wisconsin, USA, with a workforce of 5001-10000 employees. Its website is