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External Bi-lingual Service Rep II

Bi-lingual Service Rep II - Billing & Payment
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Date: Dec 6, 2018
Location:Franklin, WI, 53132
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.
Candidates must successfully complete and pass any required testing.
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?
Deliver a distinctive client experience
Successfully resolves questions and inquiries from Financial Reps and clients
Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers
Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients.
Educates clients and Financial Representatives on our client website and self-service capabilities
Fosters a professional relationship with our clients to enhance brand loyalty
Exhibits skill in de-escalating servicing concerns
Achieves productivity standards and goals while maintaining the highest level of customer service
Critical Thinking/Problem Solving
Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards
Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality
Able to work independently and with your team to consistently identify opportunities improve work processes
Researches and evaluates possible solutions using all available resources
Manages casework in accordance with area service and/or productivity standards
Change Agility
Welcomes change and embraces an environment where continuous improvement is expected from all employees
Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand
Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives
Digital Savvy
Ability to interact with latest technologies including devices to do their jobs and interact with clients
Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint
Start date will be in January 2019
Upon completion of classroom training, you will be assigned an 8 hour shift during the hours of operation from Monday through Friday from 7:00 am to 6:10 pm
Bring Your Best! What this role needs:
Associates degree in business or related field or equivalent combination of education and experience
Previous customer service experience preferred
Must be fluent in Spanish and English
Equally strong written and verbal communication skills
Ability to multi-task, prioritize and manage time effectively
Willingness to embrace change in a fast paced work environment
Desire to resolve complex problems
A strong desire to continuously learn and improve
Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages
Successful completion of customer service required testing
Req ID: 24216
Position Type: Regular Full Time
Education Experience: Associates Required
Employment Experience: 0-2 years
Licenses/Certifications: Not Applicable
FLSA Status: Non-Exempt
Posting Date: 12/05/2018
Apply now "
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