Customer Service Representative - Remote - full-time

About the job

About The Company

Northwestern Mutual has been helping families and businesses achieve financial security for over 160 years. As a trusted name in the financial services industry, we offer insurance, investment, and financial planning services backed by a commitment to doing what's right for our clients. Our team values innovation, inclusivity, and long-term success for our clients and employees alike.

About The Role

As a Customer Service Representative, you will deliver a personalized and high-quality experience to clients and financial representatives in a fast-paced, remote call center environment. You will support inquiries related to our investment and insurance products and provide guidance to ensure our clients’ needs are met with care and professionalism.

Pay Range: $21.35 – $32.02/hr

Responsibilities

Respond to client and Financial Representative inquiries by phone, resolving semi-complex issues efficiently and accurately

• Take full ownership of each call and anticipate follow-up needs to reduce call volume and transfers
• Research and resolve issues by identifying root causes and evaluating appropriate solutions
• Effectively de-escalate situations while maintaining professionalism and brand loyalty
• Educate clients and representatives on self-service tools and processes
• Handle confidential client data in compliance with privacy standards
• Adapt quickly to shifting business needs and evolving technology
• Promote process improvement by identifying gaps and contributing ideas for change

Qualifications

• Associate’s degree in business or related field, or equivalent combination of education and experience
• Minimum 2 years of customer service experience
• Advanced understanding of investment and income products such as VA, VL, VUL, Retirement, or Business markets
• Familiarity with tax implications is a plus
• Exceptional written and verbal communication skills
• Ability to handle a high volume of inquiries with accuracy and professionalism
• Strong organizational, multi-tasking, and time management skills
• Desire for continuous learning and personal development
• Problem-solving mindset with ability to offer practical options
• Proficient computer and keyboarding skills; experience with common software applications
• Must meet Registered Representative status under NMIS guidelines; fingerprinting required

Responsibilities

• Respond to client and Financial Representative inquiries by phone, resolving semi-complex issues efficiently and accurately
• Take full ownership of each call and anticipate follow-up needs to reduce call volume and transfers
• Research and resolve issues by identifying root causes and evaluating appropriate solutions
• Effectively de-escalate situations while maintaining professionalism and brand loyalty
• Educate clients and representatives on self-service tools and processes
• Handle confidential client data in compliance with privacy standards
• Adapt quickly to shifting business needs and evolving technology
• Promote process improvement by identifying gaps and contributing ideas for change
  
  

Qualifications

• Associate’s degree in business or related field, or equivalent combination of education and experience
• Minimum 2 years of customer service experience
• Advanced understanding of investment and income products such as VA, VL, VUL, Retirement, or Business markets
• Familiarity with tax implications is a plus
• Exceptional written and verbal communication skills
• Ability to handle a high volume of inquiries with accuracy and professionalism
• Strong organizational, multi-tasking, and time management skills
• Desire for continuous learning and personal development
• Problem-solving mindset with ability to offer practical options
• Proficient computer and keyboarding skills; experience with common software applications
• Must meet Registered Representative status under NMIS guidelines; fingerprinting required
  
  

Benefits

• Flexible work schedules
• Concierge service for daily living support
• Comprehensive health, dental, vision, and life insurance benefits
• Competitive 401(k) and retirement options
• Employee resource groups and diversity-focused programs
• Career development support and opportunities for advancement

Equal Opportunity

Northwestern Mutual is an equal opportunity employer committed to building a diverse and inclusive workforce. We encourage all qualified individuals to apply and thrive in a workplace that values mutual respect, equity, and professional growth. Employment decisions are based on merit, qualifications, and business needs, without regard to race, color, religion, gender, national origin, age, disability, sexual orientation, veteran status, or any other legally protected status.

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