Investment Client Srvcs Analyst (Asset Movement) - Hybrid

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference. 

 
Job Description: 

This position supports our field and clients with the management and movement of their retirement and investment accounts. Team members collaborate closely with financial representatives, their staff, and company colleagues to provide exceptional client support. Responsibilities include processing various account transactions, handling customer inquiries related to retirement and investment account money movement.   

Primary Duties & Responsibilities 

• Provide Exceptional Service: Deliver a personalized and remarkable experience for our field partners and their staff by answering questions related to asset movement, providing detailed servicing options, and assisting them through asset movement transaction procedures or services in a call center environment. 

• Resolve Inquiries and Transactions: Efficiently resolve inquiries and transactions from Financial Reps and clients related to asset movement, handling both basic and intermediate (semi-complex) level calls. 

• Research and Evaluate Solutions: Investigate and evaluate potential solutions to complex asset movement transaction inquiries, sometimes requiring deviation from standard procedures to identify root causes. 

• Ownership and Anticipation: Take ownership of asset movement calls and anticipate future issues related to prevent repeat calls and unnecessary call transfers. 

• De-escalation Skills: Effectively de-escalate situations, guiding clients through complex and unique asset movement inquiries, and ensuring a positive client experience. 

• Trusted Advocacy: Act as a trusted advocate for our Financial Representatives, partnering with them to meet the asset movement needs of our clients. 

• Embrace Technology: Embrace new technology related to asset movement and advocate for website and self-service capabilities by educating field partners. Understand the risks and impacts of asset movement transactions on the client or account. 

• Systems and Processes: Understand how systems related to asset movement connect to processes and outcomes, ensuring seamless transfers and transactions. 

• Confidentiality and Privacy: Handle phone and transactional responsibilities related to asset movement while adhering to strict confidentiality and privacy standards. 

• Adaptability: Be adept at shifting work priorities to meet the dynamic needs of the business. 

Qualifications: 

• Educational Background: Associate's degree in business or a related field, or an equivalent combination of education and experience, specifically in customer service: 

• For customer service a minimum of 4 years of customer service experience preferably with a focus on asset movement, related transactions, or financial services demonstrating proven customer service skills. 

• Communication Skills: Advanced written and verbal communication skills, with the ability to clearly explain complex asset movement processes and resolve client inquiries effectively. 

• Multi-tasking Ability: Strong ability to multi-task and handle a high volume of asset movement calls and caseloads with a high degree of accuracy and attention to detail. 

• Organizational Skills: Excellent organizational skills with the ability to prioritize tasks related to asset movement and manage time efficiently to meet deadlines. 

• Continuous Improvement Enthusiasm: A strong desire to continuously learn about asset movement processes and improve personal and team performance. 

• Technical Proficiency: Computer experience with solid keyboarding skills, and the ability to quickly learn and adapt to new software systems.

Skills You Have 

• Customer Service Mindset (NM) – Advanced: Anticipates customer needs and applies understanding of customer needs or perspectives to solve problems and drive outcomes as the basis for decision making. Leverages knowledge of trends affecting customer to help them make informed decisions. 

• Attention to Detail (NM) – Advanced: Focuses on specific details to spot and correct errors in advance of them being found and surpass quality expectations. Performs work with thorough proofreading for presentation, content, accuracy, and overall quality. 

• Financial Services Industry Acumen (NM) – Advanced: Applies knowledge of both general and organization-specific financial theories and is up-to-date on the latest market movements. Demonstrates problem-solving skills that ensures business's financial stability, follows generally accepted accounting principles, regulations, and business ethics. 

• Customer Support (NM) – Advanced: Captures customer information for inquiry and analysis in an organized, clear, and consistent manner; leverages knowledge of trends affecting customer to help them make informed decisions and communicates with the customer and the field. Uses customer intelligence to solve problems, demonstrate patience and understanding, ensure customer satisfaction by knowing the customer and audience and resolve customer complaints efficiently. 

• Client Advocacy (NM) – Advanced: Translates customer issues and pain points into requirements, represents client’s best interests. Analyzes customer feedback to understand client needs and communicates client sentiment to product teams and relevant stakeholders. 

• Change Adaptability (NM) – Advanced: Becomes adaptable in response to continual changes; shows an openness to new ways of working, new methods, work-in-progress improvements and changes and seamlessly navigates the changing business environment and adjusts behavior as appropriate to the situation. 

• Case Management (NM) – Advanced: Manages and maintains ownership of assigned cases, communicating status, managing requirements, and answering client questions. Ensures all claims and inquiries are necessary, reasonable, and legitimate.