Brokerage Services analyst,

Company: Northwestern Mutual
Location: Franklin
Posted on: November 2, 2024

Job Description:

Delivers a personalized experience for clients by answering questions, providing servicing options and helping with products or services in a call center environment. Expert at resolving inquiries and transactions from Financial Reps and clients on basic, intermediate and complex calls and transactions. Researches and evaluates possible solutions to complex problems, identifies root cause and deviation from procedures and handles escalation resolution.

• Resolves inquiries and transactions from Financial Reps and clients;
• Researches and evaluates possible solutions to complex problems;
• Takes ownership of calls and anticipates future issues;
• De-escalates client experience situations effectively;
• Serves as a trusted advocate for Financial Representatives;
• Embraces new technology and educates clients and field on website and self-service capabilities;
• Understands how systems connect to processes and outcomes;
• Leads others through change and fosters a professional relationship with clients;
• Handles phone and transactional responsibilities while adhering to confidentiality and privacy standards;
• Coaches, mentors or trains others as needed;
  Qualifications:
  
  • Associates degree in business or related field or equivalent combination of education and experience;
  • Minimum of 4 years related customer service experience with proven customer service skills;
  • Expert knowledge of investment or income products or markets;
  • Advanced 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;
  • Strong problem-solving skills and ability to provide options;
  • Demonstrated computer experience with solid keyboarding skills;

Keywords: Northwestern Mutual, Cicero , Brokerage Services analyst,, Professions , Franklin, Illinois