Investment Client Srvcs Rep (NRF) - Hybrid

We're hiring for multiple ICS teams: Asset Movement, Account Maintenance & Features, Transfers, and New Account Opening. Final placement will be based on skills, interest, and business need.

Who We Are

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

Summary

As an ICS Representative, 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 setting/Investment operational setting.

Own and resolve

• Take ownership of cases; resolve basic to intermediate (semicomplex) 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 Representatives 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, IRA reconciliations, and regulatory/AMLrelated maintenance tasks.

• Transfers - Inbound/outbound asset transfers (e.g., ACAT/TOA), rollovers, and 1035 exchanges; 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 in customer service.

• Experience: Minimum 2+ years of customer service; financial services or transactionheavy support preferred.

• 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.

Skills You Have (NM Behaviors)

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

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

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

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

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