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 is a Long-Term Temporary position expected to last 12-18 months.

What's the role?

As a Service Representative you are the face of Northwestern Mutual, providing problem resolution for external customers, as well as agency-based and home office employees. In accordance with established guidelines, your duties encompass issues identification and resolution, research and evaluation using available resources, and handling of routine casework processing.

In consultation with higher-level staff, you’ll be handling moderately complex calls, deciding on the appropriate course of action, making referrals to the appropriate provider, identifying the need for special handling as appropriate, and taking responsibility for the efficient escalation of more complex calls.

As a team player, you’ll benefit professionally from the opportunity to share knowledge and seek the advice of your peers as you contribute to realization of the team’s overall business goals; quality, productivity and customer satisfaction are your highest priorities.

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
• Equally strong written and verbal communication skills
• 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
• Req ID: 16626
• Position Type: Long Term Temporary
• Education Experience: Associates Required
• Employment Experience: 0-2 years
• Licenses/Certifications: Not Applicable
• FLSA Status: Non-Exempt
• Posting Date: 08/20/2017