Customer Resolution Manager

TIAA • Charlotte, NC

2d

About The Position

The Customer Resolution Manager is responsible for tracking and analyzing questions, comments, and complaints regarding the company's products or services to improve the performance of the Customer Service department.. Through effective monitoring, this job supports the management of the first lines of support for difficult and sometimes complex problem resolution. Under limited supervision, the Customer Resolution Manager ensures that all specialists provide positive customer experience and enhance relationships between consumers and the company.

Requirements

• University (Degree) Preferred
• 3 Years Required; 5 Years Preferred
• FINRA Registrations SRC Indicator: Series 6 or 7; Series 63
• Physical Requirements: Sedentary Work
• Required: 3 years of comparable experience in customer service or financial services.
• Position requires FINRA registrations, Series 6 or 7 & Series 63
• Position requires to have resident state insurance licensing.
• Must comply with all regulatory requirements and remain in good standing.
• Related Skills Adaptability, Automation, Communication, Continuous Improvement Mindset, Critical Thinking, Customer Engagement, Digital Savviness, Problem Solving, TIAA Products/Services Acumen

Nice To Haves

• Preferred to have 5 years of comparable experience in customer service or financial services.
• 3+ years of experience in complaint handling.
• Ability to manage sensitive client interactions regaining client confidence.
• Need strong listening skills and promote the role of client advocate.
• Need to evaluate and solve complex problems.
• Able to proficiently utilize Seibel, Salesforce, and Unified Workflow or similar CRM Systems
• Strong verbal and written documentation skills with the ability to communicate with and adapt to diverse individuals.
• Maintains the highest level of professionalism.
• Strong negotiation skills displaying sound judgment and decision-making.

Responsibilities

• Analyzes customer complaints to determine validity, risk, and cause of the complaint.
• Audits consultant phone calls, documentation, and interaction records to assure firm’s compliance to industry regulations and standards.
• Collaborates with variety of departments including legal, payment operations, IT, and contract maintenance to correct and restore client account to proper status.
• Ensures that all complaints and corrections have been properly documented for FINRA review.
• Generates error reports to track the source of the error and the affected budget.
• Alerts management of errors caused by team members or processes and offers suggestions and solutions to prevent future errors.

Benefits

• The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees