Specialized Client Care Srvcs Rep Sr
Core
Senior client care representative supporting field financial representatives by resolving complex inquiries, transactions, and de-escalating unique situations in a call center environment.
Role type
Senior IC client care specialist (financial services)
Builds
Call center support services for Northwestern Mutual's field agents and clients
Domain
Insurance and Financial Services
Deliverable
client delivery
Required skills
complex problem solving, de-escalation, root cause analysis, process improvement, multi-tasking, high-volume call handling, specialized product knowledge (DI, LTC, Whole Life, COLI/BOLI), tax implication understanding, system connectivity understanding
Preferred skills
adaptive communication, analytical thinking, attention to detail, case management, customer service mindset, field relations
Technologies
current software packages, website and self-service capabilities
Responsibilities
Answering questions and providing servicing options for field representatives, resolving basic to semi-complex transactions, researching solutions for complex problems, anticipating future issues to prevent repeat calls, de-escalating field experience situations, educating the field on self-service capabilities, driving continuous improvement processes, fostering professional relationships with the field, handling phone and transactional responsibilities with confidentiality
Seniority
Senior, hands-on IC
