Specialized Client Care Srvcs Rep (NRF) - LTC at Northwestern Mutual

We are dedicated to making a positive impact through our Long-Term Care (LTC) Contact Center. We help clients and Financial Advisors make informed decisions about long-term care current plan options.

This position supports our field and clients with the management and coordination of their long-term care plans. Team members collaborate closely with financial representatives, their staff, and company colleagues to provide exceptional client support.

What You'll Do

• 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

• Becomes 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 able to apply skills learned in Effortless Experience training (CEB) 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 clients 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.

What You'll Bring to the Role

• Associates 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

Skills You Have

• Accountability: Holds self and their direct reports accountable for measurable, high-quality, timely, and cost-effective results, delivery, and execution. Determines objectives, sets priorities, delegates work to direct reports, and accepts responsibility for mistakes.

  Accountability: Holds self and their direct reports accountable for measurable, high-quality, timely, and cost-effective results, delivery, and execution. Determines objectives, sets priorities, delegates work to direct reports, and accepts responsibility for mistakes.

• Attention to Detail: Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality.

  Attention to Detail: Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality.

• Information Optimization: Understands and utilizes the correct amount of information gathering required, without the full picture, while identifying what information is critical and what information can be omitted in order to make a decision.

  Information Optimization: Understands and utilizes the correct amount of information gathering required, without the full picture, while identifying what information is critical and what information can be omitted in order to make a decision.

• Interpersonal Savvy: Relates well to all kinds of people inside and outside of the organization. Builds appropriate rapport, constructive and effective relationships. Uses diplomacy and tact and diffuses high-tension situations comfortably.

  Interpersonal Savvy: Relates well to all kinds of people inside and outside of the organization. Builds appropriate rapport, constructive and effective relationships. Uses diplomacy and tact and diffuses high-tension situations comfortably.

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.

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