Client Retention Consultant-1
About The Position
The Client Outreach Retention Consultant works with clients who have indicated intent to transfer funds from TIAA for purposes other than income. Under general supervision, the consultant partners with the National Contact Center (NCC) and advisory business partners to resolve client questions, educate clients about investment options and requirements, facilitate transfers, and position TIAA solutions when appropriate. During the initial employment period, the consultant receives training on TIAA products. The role is non-exempt during training, with hourly pay and overtime eligibility. After training, the role becomes exempt and salaried at the same rate (weekly salary equal to the hourly rate multiplied by 40), with no further overtime eligibility.
Requirements
- At least 2 years of work experience.
- Series 6 or Series 7 and Series 63 registrations.
- National Life and Health Insurance License from multiple issuers, required within 120 days.
- Relevant capabilities include business development, client relationship management, collaboration, consultative communication, continuous improvement, due diligence, practice management strategy, prioritization, quantitative analysis, retirement planning sales, sales, TIAA products and services knowledge, and wealth management.
Nice To Haves
- University degree preferred.
- At least 3 years of work experience preferred.
Responsibilities
- Address client questions, assess financial needs, explain relevant product benefits, provide appropriate solutions, and advocate for the organization's products and services.
- Receive inbound call transfers from the National Contact Center involving clients at risk of leaving or clients interested in advisory services.
- Make outreach calls to identified retention clients in accordance with stated service level agreements.
- Refer clients to the most appropriate advised solution based on client complexity and need for engagement, advice, and retention.
- Communicate process updates to internal business partners and provide cross-training.
- Participate in proactive outreach campaigns and pilot programs as necessary.
Benefits
- Superior retirement program.
- Competitive health, wellness, and work-life offerings.
- Potential participation in performance-linked incentive programs, depending on the role.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
