Service Rep II

Job Description 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 issue identification and resolution, research and evaluation using available resources, and handling of routine casework processing. In consultation with higher-level staff, you’ll handle moderately complex calls, decide on the appropriate course of action, make referrals to the appropriate provider, identify the need for special handling as appropriate, and take 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 the realization of the team’s overall business goals; quality, productivity and customer satisfaction are your highest priorities. Requirements Associate’s degree in business or related field or equivalent combination of education and experience. Minimum of 2 years related work experience, including at least 1 year of previous customer service experience. Proficient in written and verbal communication. Solid customer service skills. Proven analytical skills and ability to apply judgment and discretion. FINRA registration may be required. Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages. Successful completion of any required testing. FINRA Series 6 (or obtained within a specific time frame). FINRA Series 63 (or obtained within a specific time frame). Equal Opportunity Statement We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law. #J-18808-Ljbffr Northwestern Mutual