Registered Client Care Srvcs Rep (S6/63) - IMS - Remote

Department: Income & Maturity Services (IMS)Overview: The Income and Maturity Services Department (IMS) is a vital part of our organization, delivering seamless support for converting accumulated funds into guaranteed income streams. We partner closely with financial representatives, client service specialists, and internal teams to ensure smooth transitions from accumulation to payout phases.

In this role, you'll support our field teams and clients with income disbursement and policy maturity needs. You'll process income conversion transactions, manage maturity options (e.g., lumpsum or annuitized payouts), and address customer inquiries related to income and maturity services. You'll thrive in a collaborative, metricsdriven call center environment that prizes ownership, clarity, and continuous improvement.

• Deliver remarkable service: Answer questions, present servicing options, and help clients navigate their products and services in a call center environment.

  Deliver remarkable service: Answer questions, present servicing options, and help clients navigate their products and services in a call center environment.

• Resolve inquiries and transactions: Handle basic and intermediate (semicomplex) calls and transactions from financial representatives and clients in registered areas while building proficiency in more complex work.

  Resolve inquiries and transactions: Handle basic and intermediate (semicomplex) calls and transactions from financial representatives and clients in registered areas while building proficiency in more complex work.

• Research and problemsolve: Investigate root causes and evaluate solutions-occasionally deviating from standard procedures when appropriate-to resolve complex issues efficiently.

  Research and problemsolve: Investigate root causes and evaluate solutions-occasionally deviating from standard procedures when appropriate-to resolve complex issues efficiently.

• Own the experience: Take ownership of calls, anticipate future issues, and proactively prevent repeat contacts or unnecessary transfers.

  Own the experience: Take ownership of calls, anticipate future issues, and proactively prevent repeat contacts or unnecessary transfers.

• Deescalate effectively: Guide clients through complex or unique inquiries while protecting the client experience.

  Deescalate effectively: Guide clients through complex or unique inquiries while protecting the client experience.

• Advocate for the field: Serve as a trusted partner to financial representatives, aligning on client needs and outcomes.

  Advocate for the field: Serve as a trusted partner to financial representatives, aligning on client needs and outcomes.

• Champion digital & selfservice: Promote website and selfservice capabilities; understand the risks and downstream impacts of each transaction on the client or policy.

  Champion digital & selfservice: Promote website and selfservice capabilities; understand the risks and downstream impacts of each transaction on the client or policy.

• Connect systems to outcomes: Understand how systems and processes connect to produce accurate, timely results.

  Connect systems to outcomes: Understand how systems and processes connect to produce accurate, timely results.

• Drive change: Embrace continuous improvement and help create processes and provisions that accommodate evolving business needs.

  Drive change: Embrace continuous improvement and help create processes and provisions that accommodate evolving business needs.

• Build loyalty: Foster professional relationships that enhance brand loyalty and trust.

  Build loyalty: Foster professional relationships that enhance brand loyalty and trust.

• Protect confidentiality: Handle phone and transactional work with strict privacy and confidentiality standards.

  Protect confidentiality: Handle phone and transactional work with strict privacy and confidentiality standards.

• Adapt to demand: Shift priorities fluidly to meet business and customer needs.

  Adapt to demand: Shift priorities fluidly to meet business and customer needs.

• Ensure good order at maturity: Review income plan election forms for "good order," resolve NIGO items with field partners, and maintain case tracking for maturing annuity contracts.

  Ensure good order at maturity: Review income plan election forms for "good order," resolve NIGO items with field partners, and maintain case tracking for maturing annuity contracts.

• Support suitability & compliance: For fixed, variable, blended, or portfolio income plans, confirm required suitability forms are completed by licensed/trained financial representatives.

  Support suitability & compliance: For fixed, variable, blended, or portfolio income plans, confirm required suitability forms are completed by licensed/trained financial representatives.

• Associate's degree in business or related field, or equivalent combination of education and experience.
• Minimum 2 years of customer service experience with proven clientservice skills.
• Strong organization skills and the ability to prioritize.
• A continuous learning mindset and curiosity for improvement.
• Demonstrated problemsolving skills and the ability to provide clear options.
• Proficiency with modern software tools and solid keyboarding skills.

Change Adaptability (NM) - IntermediateAdapts readily to continual change; stays open to new methods and ways of working, and adjusts behavior to suit the situation and evolving business needs.

Financial Services Industry Acumen (NM) - IntermediateUnderstands key concepts, regulations, products, and trends in financial services; applies this knowledge to support informed, compliant, and clientcentric decisions.

Adaptive Communication (NM) - IntermediateConveys complex information clearly to targeted audiences; bridges communication between technical and nontechnical stakeholders with tailored messaging.

Customer Service Mindset (NM) - IntermediateAnticipates customer needs and uses insights to solve problems and drive outcomes; leverages trends to help customers make informed decisions and ensure satisfaction.

Analytical Thinking (NM) - IntermediateOrganizes and compares data to identify core issues; applies business acumen and problemsolving skills to think critically and improve processes.

#LI-Remote

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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.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!

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.

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