Specialized Client Care Srvcs Rep (DI Inforce) - Hybrid
Franklin, WI, 53132, USA
- Customer Service
- Full-time
- Disability Income Insurance
- Client Services
- Customer Support
This role involves providing specialized client support for active Disability Income insurance policies by managing inquiries, processing transactions, and assisting policyholders and financial representatives. The position requires strong communication, problem-solving skills, and the ability to handle high call volumes while maintaining accuracy and confidentiality. It emphasizes continuous improvement, client advocacy, and adapting to new technologies and changing processes in a hybrid work environment.
DI Inforce is a vital part of our organization, dedicated to delivering exceptional support for our active Disability Income (DI) policies.
This position is responsible for supporting our policyholders and field teams with all inquiries related to active DI policies. Team members collaborate closely with financial representatives, their staff, and internal colleagues to ensure policyholders receive timely and effective assistance. Key responsibilities include managing inbound calls, processing service and administrative transactions, updating policy information, and guiding customers through claim processes or any other issues related to their Disability Income policies.
Primary Duties and 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.
Works on becoming 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 applies 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.
Qualifications
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
#LI-Hybrid
Compensation Range:
Pay Range - Start:
$20.11Pay Range - End:
$30.16Geographic Specific Pay Structure:
Structure 110:
Structure 115:
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.
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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.
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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
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