This position has closed. Northwestern Mutual first posted this listing on Aug 28, 2017. It is still on their careers page, but a job that old is almost certainly not being filled, so we took it down on Oct 4, 2026.
The interview prep below is still useful, and there are similar open
roles at the bottom of this page.
Service Rep II
Northwestern Mutual·Franklin, WI·Full time·Life and Annuity New Business
Posted Aug 28, 2017 ·
We last checked this listing on Oct 4, 2026
Likely interview questions for this role
Written from this job description, not a generic list. Each one notes
what the interviewer is really checking.
About your past
Tell me about taking ownership of a call rather than transferring it.
What they are checking: The posting names avoiding unnecessary transfers, which is the difference between service and routing.
Tell me about working with a colleague in the field who needed something urgently.
What they are checking: The role serves financial representatives as well as clients, which is a second customer.
Tell me about a process you suggested improving.
What they are checking: The posting asks them to identify improvements, which most service staff never do.
How do you stay steady after a difficult call?
What they are checking: Whether they can reset, which decides whether they last in a service center.
What would you do
A caller is upset about something that has already gone wrong twice. How do you handle it?
What they are checking: De-escalation, which the posting names as a required skill.
How do you anticipate what someone will call back about?
What they are checking: The posting asks them to prevent repeat calls, which takes thinking past the current one.
How do you talk a client through a self-service tool without making them feel dismissed?
What they are checking: The posting asks them to educate on the website, and it is easy to do badly.
How do you handle a call where you cannot give the answer the client wants?
What they are checking: Whether they can be honest and kind at the same time.
How do you protect confidentiality when you are moving quickly?
What they are checking: Privacy standards, which the posting names as strict.
About the work
How do you keep accuracy while working between calls and casework?
What they are checking: The posting names multi-tasking with a high degree of accuracy, which are in tension.
Practice this interview out loud.
Offer builds a real interview for this exact role at Northwestern Mutual from your
resume and this job description, asks the questions one at a time, and tells
you what landed. The first one is free.
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.
This is a Long-Term Temporary position expected to last 12-18 months.
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? As a Service Representative you are the face of Northwestern Mutual, providing problem resolution for external customers, as well as agency-based and home office employees. In accordance with established guidelines, your duties encompass issues identification and resolution, research and evaluation using available resources, and handling of routine casework processing. In consultation with higher-level staff, you’ll be handling moderately complex calls, deciding on the appropriate course of action, making referrals to the appropriate provider, identifying the need for special handling as appropriate, and taking responsibility for the efficient escalation of more complex calls. As a team player, you’ll benefit professionally from the opportunity to share knowledge and seek the advice of your peers as you contribute to realization of the team’s overall business goals; quality, productivity and customer satisfaction are your highest priorities.
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
* 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: 16626
Position Type: Long Term Temporary
Education Experience: Associates Required
Employment Experience: 0-2 years
Licenses/Certifications: Not Applicable
FLSA Status: Non-Exempt
Posting Date: 08/20/2017