At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual.
We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing.
We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business.
We care. We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about.
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.
What's the role?
Primary responsibility for customer contact and problem resolution for moderately complex problems, researches and evaluates possible solutions using available resources, independently handles all routine tickets and processes semi-complex cases with guidance for home office employees, retirees and external inquiries. The employee is expected to participate in unit projects and/or process improvement opportunities.
This position, under the direct guidance of an assigned supervisor, is responsible taking, processing and resolving, standard, and less complex, employee calls on a wide variety of administrative topics covered by the HR Contact Center. This position draws on training, policy manuals, knowledge bases, and other tools to quickly resolve the caller's requests or issues. This position uses the HR Contact Center's database tools and systems to appropriately record the nature and resolution of each call. This position is expected to apply the standard procedures in resolving calls and is expected to refer complex issues on to higher tiers within the Center or in the core HR function for resolution. This position is expected to help other team members, as time allows.
Bring Your Best! What this role needs:
- This position requires an associates degree in business or related field or equivalent combination of education and experience.
- Min of 2 years related work experience to include 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.
- Effective written and verbal communication skills.
- Proven customer service skills.
- Demonstrated computer experience including Word, Excel, Sharepoint and proficiency with current software packages.
Desirable experience: Call center
Req ID: 27232
Position Type: Regular Full Time
Education Experience: Associates Desired
Employment Experience: 0-2 years
FLSA Status: Non-Exempt
Posting Date: 12/02/2019