Bi-lingual Service Rep II

About the role

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.

We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.

We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.

We care. We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.

This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.

What's the role

Deliver a distinctive client experience

• Successfully resolves questions and inquiries from Financial Reps and clients
• Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
• Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
• Educates clients and Financial Representatives on our client website and self-service capabilities
• Fosters a professional relationship with our clients to enhance brand loyalty
• Exhibits skill in de-escalating servicing concerns
• Achieves productivity standards and goals while maintaining the highest level of customer service

Critical Thinking/Problem Solving

• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
• Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality
• Able to work independently and with your team to consistently identify opportunities improve work processes
• Researches and evaluates possible solutions using all available resources
• Manages casework in accordance with area service and/or productivity standards

Change Agility

• Welcomes change and embraces an environment where continuous improvement is expected from all employees
• Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand
• Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives

Digital Savvy

• Ability to interact with latest technologies including devices to do their jobs and interact with clients
• Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint

Bring Your Best! What this role needs

• Associates degree in business or related field or equivalent combination of education and experience
• Previous customer service experience preferred
• Ability to speak fluent Spanish and English
• Equally strong written and verbal communication skills
• Non-Registered fingerprinted will be required
• Ability to multi-task, prioritize and manage time effectively
• Willingness to embrace change in a fast paced work environment
• Desire to resolve complex problems
• A strong desire to continuously learn and improve
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
• Successful completion of customer service required testing

Location: One Northwestern Mutual Way, Franklin, WI, Franklin, 53132, United States (US)

Education Experience: Associates Desired

• Employment Experience: 3-5 years
• FLSA Status: Non-Exempt
• Posting Date: 08/24/2017