Junior Financial Analyst driving financial data transparency and supporting cost improvement activities. Engaging in monthly closures and supporting management decision - making through analytics.
About the role
- Client Services Analyst providing personalized assistance in advisory services at Northwestern Mutual. Delivering client experiences and resolving inquiries while ensuring satisfaction with investment products and services.
Responsibilities
- 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
- Expert at resolving inquiries and transactions from Financial Reps and clients on basic, intermediate (semi-complex), calls and transactions in a registered area and proficient at complex work
- Researches and evaluates possible solutions to complex problems that requires identifying root cause and deviation from procedures and handles escalation resolution
- Regularly promotes client retention and identifies opportunities for the field to build existing relationship
- Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
- Ability to de-escalate client experience situations effectively while guiding clients through complex and unique inquiries
- Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients
- Embraces new technology and serves as an advocate for website and self-service capabilities by educating clients and field
- Understands risks and impacts that the transaction has on the client or policy
- Supports digital savvy capabilities in self and others
- Lead others through change
- Works effectively with unstructured teams, situations or environment
- Fosters a professional relationship with our clients to enhance brand loyalty
- Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
- Coach, mentor or train others as needed
Requirements
- Associates degree in business or related field or equivalent combination of education and experience
- Minimum of 4 years related customer service experience with proven customer service skills
- Expert knowledge of investment or income products or markets (i.e.VA, VL, VUL, Retirement & Business markets)
- An expert understanding of tax implications
- Advanced 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
- A strong desire to continuously learn and improve
- Strong problem-solving skills and ability to provide options
- Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
- Nice to have: Series 6/7/63
- Flexible to work an 8-hour shift between 7 am and 6 pm CT
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work hours
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