Investment Client Srvcs Rep IV - Hybrid

Summary

As an Investment Client Services Rep IV you'll partner with financial representatives, their staff, and home office colleagues to deliver exceptional service on retirement and investment accounts. You'll resolve inquiries, process transactions, and educate our field partners and clients on options and next steps-all while navigating a dynamic, collaborative, and metricsdriven environment.

What You'll Do

Deliver exceptional service Provide a personalized, remarkable experience by answering questions, explaining options, and guiding callers through transaction procedures in a callcenter/investment operations setting.

Own and resolve Take ownership of cases; resolve semicomplex to complex inquiries and transactions; anticipate downstream issues to reduce repeat contacts and unnecessary transfers.

Research and problemsolve Investigate and evaluate solutions to complex questions, occasionally deviating from standard procedures to identify root causes and remove friction.

Deescalate with empathy Calmly guide clients and field partners through complex or unique scenarios to a constructive outcome.

Be a trusted advocate Act as a champion for our financial representatives and their clients-coordinating with internal partners to meet needs quickly and accurately.

Leverage technology Use our systems and tooling to execute transactions efficiently; promote digital and selfservice capabilities by educating field partners.

Protect privacy Handle all interactions and transactional work in accordance with confidentiality, privacy, and security standards.

Adapt and collaborate Shift priorities as business needs evolve; contribute to team goals and continuous improvement.

TeamSpecific Work (Examples)

While all ICS Analysts share common responsibilities, your daytoday may emphasize different work depending on team placement:

• Asset Movement - Money movement requests (e.g., disbursements, journals, wires).

• Account Maintenance & Features - Ownership/titling updates, address and householding changes, and regulatory/AMLrelated maintenance tasks.

• Transfers - Inbound/outbound asset transfers (e.g., ACAT/TOA), rollovers, coordinate letters of acceptance and carrier requirements.

• New Account Opening - Guide the field through digital account setup, resolve NIGOs, and ensure timely completion of enrollment steps for brokerage/advisory accounts.

Qualifications

• Education: Associate's degree in business or related field-or equivalent combination of education and experience.

• Experience: Minimum 4+ years of customer service experience with proven ability to handle complex inquiries; financial services or transactionheavy support strongly preferred.

• Product Knowledge: Expert understanding of investment or income products and related tax implications.

• Communication: Advanced written and verbal skills; able to explain complex processes in clear, plain language.

• Continuous Improvement: Demonstrated curiosity and growth mindset; proactive about learning processes and technology.

• Technical Skills: Proficiency with current software packages; strong keyboarding and navigation skills.

Skills You Have (NM Behaviors)

• Adaptive Communication: Tailor complex information for technical and nontechnical audiences.

• Attention to Detail: Spot/correct errors; deliver highquality, accurate work.

• Change Adaptability: Embrace new methods, tools, and evolving priorities.

• Root Cause Analysis & Decision Quality: Use data and sound judgment to address issues and reduce recurrence.

• Customer Service Mindset: Anticipate needs and solve problems to drive outcomes for clients and field partners.

Compensation Range:

Pay Range - Start:

Pay Range - End:

Geographic Specific Pay Structure:

We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.

Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!

Northwestern Mutual is an equal opportunity employer who welcomes and encourages diversity in the workforce. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.

Compliance (NM) - Advanced, Teamwork (NM) - Advanced, Analytical Thinking (NM) - Advanced, Escalation Management (NM) - Advanced, Change Adaptability (NM) - Advanced, Financial Services Industry Acumen (NM) - Advanced, Root Cause Analysis & Decision Quality (NM) - Advanced, Investment Products (NM) - Advanced, Prioritization (NM) - Advanced, Policy & Procedure (NM) - Advanced, Customer Support (NM) - Advanced, Tax Awareness (NM) - Advanced, Client Advocacy (NM) - Advanced, Field Relations (NM) - Advanced, Attention to Detail (NM) - Advanced, Quality Acumen (NM) - Advanced, Adaptive Communication (NM) - Advanced, Data Security (NM) - Advanced, Insurance Products (NM) - Advanced, Policy Inquiries & Complaints Management (NM) - Advanced, Case Management (NM) - Advanced, Customer Service Mindset (NM) - Advanced

We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.

• Flexible work schedules
• Concierge service
• Comprehensive benefits
• Employee resource groups