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Service Representative Specialist

Company Name:
Northwestern Mutual
Candidates must successfully complete and pass any required testing.
BASIC FUNCTION: Primary responsibility is customer contact and problem resolution for all calls for external customers, the field and home office employees. Will also be responsible for handling complex and unique inquires escalated from other customer service representatives. Recommends best practices based on strong knowledge and excellent analytical skills. Independently seeks, investigates and implements process improvements. May focus on maintaining, delivering, and assisting in designing technical and soft skill training for new and experienced call center employees for both initial and ongoing training.
QUALIFICATIONS: Bachelors degree in business or related field or equivalent combination of education and experience. Minimum of 5 years of progressively responsible work experience in customer service. Demonstrated leadership and mentoring/coaching experience. Demonstrated ability to independently analyze and solve problems involving ambiguity. Superior verbal and written communication skills with the ability to assess the communication skills of others. Demonstrated ability to positively influence, work cooperatively and negotiate with all levels of employees. Demonstrated ability to proactively manage change. Self motivated and self-directed with the ability to manage multiple assignments with little or no direction. Experienced in leading process improvement, product introduction, system enhancement or other project and committee efforts. _ FINRA series 6, S63 & S26 are all required or must be obtained within 9 months of employment. _
License / Certifications: None
Location: Franklin, WI
Expertise: CUST - Customer Service
JobType: Regular Full Time

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