Sr Client Care Srvcs Rep - Hybrid

About the role

This is a Hybrid role for Milwaukee, WI 3 days on site and 2 days’ work from home. The Sr Specialized Client Care Services Representative delivers a personalized, high-quality service experience for clients and Financial Representatives in a fast-paced call center environment supporting Advanced Market Operations. This role independently resolves basic and intermediate (semi-complex) inquiries and transactions in a specialized product area while continuing to build proficiency in complex work. The position requires strong ownership of the client experience, sound judgment, and the ability to research root causes, de-escalate challenging situations, and reduce repeat contacts through proactive support. The representative also promotes digital tools and self-service capabilities while maintaining strict confidentiality, privacy, and risk awareness.

Responsibilities

• Delivers a personalized and remarkable experience for our clients by answering questions, providing servicing options, and helping with products or services in a call center environment.
• Proficient at resolving inquiries and transactions from Financial Representatives and clients on basic and intermediate (semi-complex) calls and transactions in a specialized area; continues developing proficiency in complex work.
• Researches and evaluates possible solutions to complex problems by identifying root cause and applying judgment when procedures require some deviation.
• Takes ownership of calls and anticipates future needs to avoid repeat calls and unnecessary call transfers.
• De-escalates client experience situations effectively while guiding clients through complex and unique inquiries.
• Serves as a trusted advocate for Financial Representatives and partners with them to meet the needs of our clients.
• Embraces new technology and advocates for website and self-service capabilities by educating clients and field partners; understands risks and impacts transactions may have on the client or policy.
• Understands how systems connect to processes and outcomes to support accuracy and quality.
• Drives change and embraces continuous improvement by creating and adapting processes and provisions to accommodate change.
• Fosters professional relationships with clients to enhance brand loyalty.
• Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards.
• Adapts and shifts work priorities to meet business needs and customer demand.

Requirements

• Associate degree in business or related field, or equivalent combination of education and experience.
• Minimum of 2 years of related customer service experience with proven customer service skills.
• Advanced understanding of specialized markets or products (e.g., DI, LTC, Whole Life, COLI/BOLI).
• Basic knowledge of single risk products.
• Basic understanding of tax implications.
• Advanced written and verbal communication skills.
• Ability to multi-task and handle a high volume of calls/case load with a high degree of accuracy.
• Strong organizational skills with the ability to prioritize tasks.
• Strong desire to continuously learn and improve.
• Strong problem-solving skills with the ability to provide options and recommend appropriate solutions.
• Demonstrated computer experience with solid keyboarding skills and proficiency with current software packages.
• This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form.