Investment Client Services Analyst – Application Support (NRF)

Location: Franklin, WI Corporate, United States

Salary: $23.11–$34.66

Company

Provides investment products and client services supported by Financial Representatives and service teams.

What you will do

• Answer client and Financial Representative questions, explain servicing options, and support investment products, transactions, and digital capabilities.
• Handle basic, intermediate, and complex inquiries within the authorized registered area, taking ownership of calls, cases, and transactions.
• Research root causes, identify procedural deviations and risks, evaluate solutions, and resolve escalations.
• De-escalate challenging situations, anticipate future needs, support client retention, and refer appropriate follow-up to Financial Representatives.
• Explain system capabilities and limitations, help others adapt to changing technologies, and maintain confidentiality and privacy standards.
• Coach, mentor, or train colleagues as needed.

Requirements

• Associate degree in business or a related field, or an equivalent combination of education and experience.
• At least four years of related customer service experience with demonstrated customer service skills.
• Expert knowledge of investment or income products or markets, including VA, VL, VUL, Retirement, and Business markets.
• Expert understanding of tax implications.
• Advanced written and verbal communication skills, adaptive communication, and the ability to explain complex information clearly.
• Ability to manage a high volume of calls and cases, balance multiple responsibilities, prioritize competing tasks, and maintain a high degree of accuracy.
• Strong organizational, problem-solving, case-management, escalation-management, and decision-quality skills.
• Demonstrated computer experience, solid keyboarding skills, and proficiency with current software packages.
• Commitment to continuous learning and improvement.
• Position is classified as an Associated Person under NMIS guidelines and requires fingerprinting and completion of the required form; classified as Non-Registered Fingerprinted under FINRA.

Culture & Benefits

• Client-focused environment centered on meeting client needs and building lasting relationships.
• Work includes collaboration with colleagues and the field, including support during changes in technology and ways of working.
• Requires professional work in unstructured teams and situations while following relevant standards, policies, procedures, confidentiality, and privacy requirements.
• Compensation is determined based on skills, experience, market conditions, work location, and other hiring-process factors.