Northwestern Mutual
Investment Client Srvcs Rep (NRF) - Hybrid
Northwestern Mutual, Franklin, Wisconsin, United States, 53132
ICS Representative
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. At Northwestern Mutual, we are strong, innovative, and growing. We invest in our people. We care and make a positive difference. 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 stepsall while navigating a dynamic, collaborative, and metrics-driven environment. Deliver exceptional service Provide a personalized, remarkable experience by answering questions, explaining options, and guiding callers through transaction procedures in a call-center setting/Investment operational setting. Own and resolve Take ownership of cases; resolve basic to intermediate (semi-complex) inquiries and transactions; anticipate downstream issues to reduce repeat contacts and unnecessary transfers. Research and problem-solve Investigate and evaluate solutions to complex questions, occasionally deviating from standard procedures to identify root causes and remove friction. De-escalate 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 clientscoordinating with internal partners to meet needs quickly and accurately. Leverage technology Use our systems and tooling to execute transactions efficiently; promote digital and self-service 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. Team-Specific Work (Examples) While all ICS Representatives share common responsibilities, your day-to-day 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/AML-related 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 fieldor equivalent combination of education and experience in customer service. Experience: Minimum 2+ years of customer service; financial services or transaction-heavy 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 non-technical audiences. Attention to Detail (NM): Spot/correct errors; deliver high-quality, 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. This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form. Non-Registered Fingerprinted - FINRA Compensation Range: Pay Range - Start: $21.35 Pay Range - End: $32.02 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. 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.
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. At Northwestern Mutual, we are strong, innovative, and growing. We invest in our people. We care and make a positive difference. 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 stepsall while navigating a dynamic, collaborative, and metrics-driven environment. Deliver exceptional service Provide a personalized, remarkable experience by answering questions, explaining options, and guiding callers through transaction procedures in a call-center setting/Investment operational setting. Own and resolve Take ownership of cases; resolve basic to intermediate (semi-complex) inquiries and transactions; anticipate downstream issues to reduce repeat contacts and unnecessary transfers. Research and problem-solve Investigate and evaluate solutions to complex questions, occasionally deviating from standard procedures to identify root causes and remove friction. De-escalate 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 clientscoordinating with internal partners to meet needs quickly and accurately. Leverage technology Use our systems and tooling to execute transactions efficiently; promote digital and self-service 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. Team-Specific Work (Examples) While all ICS Representatives share common responsibilities, your day-to-day 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/AML-related 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 fieldor equivalent combination of education and experience in customer service. Experience: Minimum 2+ years of customer service; financial services or transaction-heavy 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 non-technical audiences. Attention to Detail (NM): Spot/correct errors; deliver high-quality, 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. This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form. Non-Registered Fingerprinted - FINRA Compensation Range: Pay Range - Start: $21.35 Pay Range - End: $32.02 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. 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.