Client Outreach/Retention Consultant

TIAA • Charlotte, NC

1d • Onsite

About The Position

The Client Outreach Retention Consultant works under general supervision with clients who have indicated an intent to transfer funds from TIAA for purposes other than income. In partnership with the National Contact Center (NCC) and advisory business partners, the consultant resolves client questions, educates clients about investment options and requirements, facilitates transfers, and positions TIAA solutions when appropriate.

The role includes receiving inbound calls transferred from the NCC, conducting outreach to retention clients, assessing financial needs, recommending appropriate advisory solutions, and supporting proactive outreach campaigns. During initial employment training, the position is non-exempt and paid hourly, with overtime eligibility. After training, the role becomes exempt and salaried at the same rate, calculated as the hourly rate multiplied by 40 for weekly salary.

A Life and Health Insurance License (National) from multiple issuers is required within 120 days. The position involves sedentary work.

Requirements

• At least 2 years of required work experience.
• Series 6 or Series 7 registration and Series 63 registration.
• Life and Health Insurance License (National) from multiple issuers, required within 120 days.
• Skills related to business development, client relationship management, collaboration, consultative communication, continuous improvement, due diligence, practice management strategy, prioritization, quantitative analysis, retirement planning, sales, TIAA products and services, and wealth management.

Nice To Haves

• University degree preferred.
• At least 3 years of work experience preferred.

Responsibilities

• Address client questions, assess financial needs, educate clients about relevant product benefits, and provide appropriate solutions while advocating for the organization's products and services.
• Receive inbound call transfers from the National Contact Center involving clients at risk of leaving or interested in the organization's advisory services.
• Conduct outreach calls to identified retention clients while adhering to stated service level agreements.
• Refer clients to the most appropriate advised solution based on complexity and their need for engagement, advice, and retention.
• Communicate and educate internal business partners on process updates and cross-training.
• Participate in proactive outreach campaigns and pilot programs as necessary.

Benefits

• Superior retirement program.
• Competitive health, wellness, and work-life offerings supporting physical, emotional, and financial well-being.
• Compensation package may include participation in performance-linked incentive programs, depending on the role.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level