Intake Service Representative

Summary

Provide problem resolution for external customers as well as agency-based and home office employees. In accordance with established guidelines duties encompass issues identification and resolution research and evaluation using available resources and handling of routine casework processing. In consultation with higher-level staff handle moderately complex calls decide on the appropriate course of action make referrals to the appropriate provider identify the need for special handling as appropriate and take responsibility for the efficient escalation of more complex calls. As a team player benefit professionally from the opportunity to share knowledge and seek the advice of your peers as you contribute to realization of the teams overall business goals; quality productivity and customer satisfaction are your highest priorities.

Primary Duties and Responsibilities

Deliver a Distinctive Client experience

• Successfully resolves questions and inquiries from Financial Reps and clients
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Educates clients and Financial Representatives on our client website and self-service capabilities
• Fosters a professional relationship with our clients to enhance brand loyalty
• Exhibits skill in de-escalating servicing concerns
• Achieves productivity standards and goals while maintaining the highest level of customer service

Critical Thinking/Problem Solving

• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality
• Able to work independently and with your team to consistently identify opportunities improve work processes
• Researches and evaluates possible solutions using all available resources
• Manages casework in accordance with area service and/or productivity standards

Change Agility

• Welcomes change and embraces an environment where continuous improvement is expected from all employees
• Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand
• Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives

Digital Savvy

• Ability to interact with latest technologies including devices to do their jobs and interact with clients
• Demonstrated ability to use computer software packages including Word Excel and PowerPoint

Qualifications

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

• Previous customer service experience preferred

• Equally strong written and verbal communication skills

• Non-Registered fingerprinted will be required

• Ability to multi-task prioritize and manage time effectively

• Willingness to embrace change in a fast paced work environment

• Desire to resolve complex problems

• A strong desire to continuously learn and improve

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

• Successful completion of customer service required testing

Compensation Range:

Pay Range - End:

We believe in fairness and transparency. Its 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 youre 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.

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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.