Client Services Manager

A career with Northwestern Mutual – Norwalk offers the opportunity to contribute to a high-performing, client-focused office that values excellence, collaboration, and growth. The Office Manager is responsible for managing the day-to-day operations of the office, ensuring an organized, efficient, and well-supported environment that allows advisors to focus on business growth. This includes facility management, internal coordination, and event planning. In addition, this individual is responsible for delivering a pre-eminent level of Sales Support and Client Service, enabling financial representatives (reps) to effectively manage and grow their practices while ensuring exceptional client experience. This includes overseeing the execution of the sales support process-from client insurance onboarding through approval-while maintaining strong communication with advisors, clients, and the Home Office. They ensure cases are progressing efficiently, service requests are handled promptly and professionally, and all interactions reflect a high standard of care and accuracy. This role serves as a key liaison between the network office, home office, financial representatives, and clients, ensuring consistent communication, operational excellence, and a seamless experience across all touchpoints. Responsibilities Firm-Wide Support, Office Management, & Event Coordination This person will effectively and efficiently manage the office in a way that supports the growing businesses of reps in the office. Client insurance onboarding process from application to approval Communication with the Home Office Accurately and thoroughly prep paperwork for insurance onboarding/submission Assist Financial Representatives & team in tracking their open case inventory and bringing cases to the finish line Conducting weekly 1x1's with Norwalk SET Staff - joining weekly advisor 1x1's when needed Monitor Daily Status Report (DSR) and expedite any additional underwriting requirements Process incoming insurance service requests from clients (address changes, bank change information, loan requests and ISA service inquiries) Contact and advise clients regarding late payments Answer and direct telephone calls as appropriate Communicate professionally and effectively with clients to resolve all issues All on-going client service requests Manage facilities - kitchen, common areas, conference rooms, veteran advisors offices Rent Escalation, calculation, and communication Maintain relationships with building support staff Ensure office and kitchen supplies are stocked Organize and Prep Quarterly Town Hall Manage and oversee agency contests, as needed Serve as the primary event coordinator and manage all logistical functions for firm events Other Responsibilities Partner and support firm initiatives including Diversity, Equity and Inclusion (DEI) programs. Qualifications Bachelor’s degree preferred or equivalent professional experience Experience in financial services, insurance operations, or office management preferred Strong leadership and team management experience Excellent communication skills (written and verbal) Demonstrated organizational and time management skills with ability to prioritize and multitask High attention to detail and accuracy in a fast-paced environment Ability to proactively identify needs and implement solutionsStrong client service orientation with a commitment to professionalism Proficiency in Microsoft Office and operational systems Ability to work independently and collaboratively Willingness to obtain Life, Accident & Health licensing (if not already licensed) About Northwestern Mutual Northwestern Mutual has been helping families and businesses achieve financial security for over 165 years. Through a distinctive, whole-picture planning approach including both insurance and investments, we empower people to be financially confident. We combine the expertise of our financial professionals with a personalized digital experience and leading-edge technology to best serve our clients. With $309 billion in assets, $31.1 billion in revenues, and more than $2 trillion worth of life insurance protection in force, Northwestern Mutual delivers financial security to more than 4.75 million people who rely on us for life, disability income and long-term care insurance, annuities, brokerage and advisory services, trust services, and discretionary portfolio management solutions. The company holds more than $200 billion of client assets as a part of its wealth management and investment services. #J-18808-Ljbffr