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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 · $35,697–$53,546 a year · Full time · Insurance and Annuity Client Services

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.

Practice this out loud

The full job description

As published by Northwestern Mutual.

We invest in our people and provide opportunities for you to grow with us. Your experience and knowledge are our greatest asset. We are committed to helping you realize your individual potential and reach your personal goals. Req ID: 16804 Department: Insurance and Annuity Client Services (82) Division: Loan and Surrender (45) Family: Customer Service Function: None Level: 02 Job Group: Office, Building, Restaurant Salary Range: $35,697 - $53,546 Application Deadline: 09/07/2017 This position has been classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of required form. What's the role? Deliver a distinctive client experience * Successfully resolves questions and inquiries from Financial Reps and clients * Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers * Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients. * Educates clients and Financial Representatives on our client website and self-service capabilities * Fosters a professional relationship with our clients to enhance brand loyalty * Exhibits skill in de-escalating servicing concerns * Achieves productivity standards and goals while maintaining the highest level of customer service Critical Thinking/Problem Solving * Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards * Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality * Able to work independently and with your team to consistently identify opportunities improve work processes * Researches and evaluates possible solutions using all available resources * Manages casework in accordance with area service and/or productivity standards Change Agility * Welcomes change and embraces an environment where continuous improvement is expected from all employees * Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand * Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives Digital Savvy * Ability to interact with latest technologies including devices to do their jobs and interact with clients * Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint Deliver a distinctive client experience * Successfully resolves questions and inquiries from Financial Reps and clients * Takes ownerships of calls and anticipates future issues to avoid repeat calls and unnecessary call transfers * Serves as a trusted advocate for our Financial Representatives and partners with them to meet the needs of our clients. * Educates clients and Financial Representatives on our client website and self-service capabilities * Fosters a professional relationship with our clients to enhance brand loyalty * Exhibits skill in de-escalating servicing concerns * Achieves productivity standards and goals while maintaining the highest level of customer service Critical Thinking/Problem Solving * Handles phone and transactional responsibilities while adhering to strict confidentiality and privacy standards * Able to multi-task between phone and casework/transactional duties with the high degree of accuracy and quality * Able to work independently and with your team to consistently identify opportunities improve work processes * Researches and evaluates possible solutions using all available resources * Manages casework in accordance with area service and/or productivity standards Change Agility * Welcomes change and embraces an environment where continuous improvement is expected from all employees * Demonstrates a willingness to shift work priorities to meet the needs of the business and customer demand * Identifies opportunities for improvement and is an advocate for delivering viable solutions and alternatives Digital Savvy * Ability to interact with latest technologies including devices to do their jobs and interact with clients * Demonstrated ability to use computer software packages, including Word, Excel, and PowerPoint 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 * Non-Registered fingerprinted will be required * 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 Location: One Northwestern Mutual Way, Franklin, WI, Franklin, 53132, United States (US) Education Experience: Associates Required Employment Experience: 3-5 years FLSA Status: Non-Exempt Posting Date: 08/24/2017