Investment Client Srvcs Rep (NRF) - Asset Movement - Hybrid

Job Description

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference. The asset movement team sits within Investment Client Services, which is the operational department of the investment products at Northwestern Mutual.

Summary:

This position supports our field and clients with the management and movement of their retirement and investment accounts. Team members collaborate closely with financial representatives, their staff, and company colleagues to provide exceptional client support. Responsibilities include processing various account transactions, handling customer inquiries related to retirement and investment account money movement.

Primary Duties & Responsibilities:

• Provide Exceptional Service: Deliver a personalized and remarkable experience for our field partners and their staff by answering questions related to asset movement, providing detailed servicing options, and assisting them through asset movement transaction procedures or services in a call center environment.
• Resolve Inquiries and Transactions: Efficiently resolve inquiries and transactions from Financial Reps and clients related to asset movement, handling both basic and intermediate (semi-complex) level calls.
• Research and Evaluate Solutions: Investigate and evaluate potential solutions to complex asset movement transaction inquiries, sometimes requiring deviation from standard procedures to identify root causes.
• Ownership and Anticipation: Take ownership of asset movement calls and anticipate future issues related to prevent repeat calls and unnecessary call transfers.
• De-escalation Skills: Effectively de-escalate situations, guiding clients through complex and unique asset movement inquiries, and ensuring a positive client experience.
• Trusted Advocacy: Act as a trusted advocate for our Financial Representatives, partnering with them to meet the asset movement needs of our clients.
• Embrace Technology: Embrace new technology related to asset movement and advocate for website and self-service capabilities by educating field partners. Understand the risks and impacts of asset movement transactions on the client or account.
• Systems and Processes: Understand how systems related to asset movement connect to processes and outcomes, ensuring seamless transfers and transactions.
• Confidentiality and Privacy: Handle phone and transactional responsibilities related to asset movement while adhering to strict confidentiality and privacy standards.
• Adaptability: Be adept at shifting work priorities to meet the dynamic needs of the business.
  

Qualifications:

• Educational Background: Associate's degree in business or a related field, or an equivalent combination of education and experience, specifically in customer service:
  • For customer service a minimum of 2 years of customer service experience preferably with a focus on asset movement, related transactions, or financial services demonstrating proven customer service skills.
• Communication Skills: Advanced written and verbal communication skills, with the ability to clearly explain complex asset movement processes and resolve client inquiries effectively.
• Continuous Improvement Enthusiasm: A strong desire to continuously learn about asset movement processes and improve personal and team performance.

Skills you have:
Adaptive Communication (NM) - Formulates strategies to be used to convey complex information about services, products, systems, or processes to targeted audiences; communicates and liaises between technical and non-technical audiences.

Attention to Detail (NM) - 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.

Change Adaptability (NM) - Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation.

Root Cause Analysis & Decision Quality (NM) - Assists and applies problem solving methods to understand the fundamental reasons of faults and problems; makes timely, data-driven decisions by understanding the probability of success, identifying customer risks, gathering business requirements, and developing value statements.

Customer Service Mindset (NM) - Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions.

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