Senior Complex Resolution Manager

TIAA•Frisco, TX

23h

About The Position

The Retirement Plan Operations job delivers comprehensive services to retirement clients. While managing large projects with limited oversight, this job is responsible for reviewing reports and analysis related to the investment and management of capital on behalf of clients and/or the organization itself. The Senior Complex Customer Resolution Manager receives customer issues from client-facing employees and other customer communication channels. The position manages problem resolution and responds to customers in writing and over the phone. The Senior Complex Customer Resolution Manager is responsible for handling the research and reporting of client issues. This includes but is not limited to, managing the research, reporting the issues, analyzing the data, and summarizing the analysis of issues found in the system. Draws on expert knowledge of the financial services industry transaction processing standards and TIAA-CREF's processes to remediate client issues. Serves as the primary point of contact for the client throughout the resolution of their issues. Defuse emotionally charged issues with clients and reestablish brand confidence and loyalty. Communicate with client accurately describing the issues relevant to specific complaint or inquiry and outlines the steps taken to resolve the issue. Works with internal business partners to achieve the best possible outcome in issue resolution. Demonstrates an excellent understanding of TIAA-CREF’s organizational structure, procedures, policies and business functions. Involved in a variety of functions or processes analyzing, interpreting and applying transaction processing rules of greater complexity. Leverages expert knowledge of multiple systems and processes to resolve issues and problems in order to deliver and administer employer-sponsored pension products and/or individual wealth products; and by providing ongoing training and mentoring. Incorporates strong understanding of client perspective, extensive knowledge of processing, LEAN methodology, and project management to develop solutions for more streamlined end to end processes. May utilize job aids or templates to create written correspondence and creates memos and emails to individual and institutional clients. Continually works towards process improvements; may manage metrics & processes; supports and engages other production departments to develop and maintain a sustainable LEAN environment. Works on problems of diverse scope where analysis of data processes requires evaluation of identifiable and intangible factors. May perform root-cause analysis, required remediation, formulate and recommend solutions, develop and implement prevention and detective controls Creates job aids, communications, standard operating procedures, and standard work documents Associate must work collaboratively with their peers and other stakeholders across the company in accordance with the TIAA-CREF way toward continuous improvement in policies, procedures, and processes. The Senior Complex Resolution Manager should be able to handle basic complaints and customer service issues including web, transactional (Single Sum, TPA, MDO etc. etc), maintenance, trade disputes and reimbursement type issues and complaints. Acts as a subject matter expert on a specific topic and can be used for some project work.

Requirements

5 or more years of comparable experience in customer service or financial services.
Proficient with all applications and CRM systems, including Microsoft Office.
Experience with Siebel, Omni, and Unified Workflow.
Series 6 or 7, Series 63, State Life and Health Licenses are required.

Nice To Haves

Conflict Management: Ability to manage sensitive client interactions regaining client confidence. Need listening skills and promote the role of client advocate.
Retirement Experience is highly preferred.
Flexibility: Support a variety of initiatives related to customer care such as research and proactive outreaches to customers.
Time Management: Manage customer expectations resolving issues in a timely manner within regulatory parameters. Plan work appropriately balancing multiple responsibilities and objectives.
Transaction processing, management or project management role, within a Middle Office environment.
Concentration in accounting, operations or quality experience.
Communication: Verbal and written/documentation skills with the ability to communicate with and adapt to diverse individuals (internal or external to the company). Maintains the highest level of professionalism.
Teamwork: Exemplify cross-company collaboration and partnership. Work closely with internal business partners and key members of the organization.
Negotiation skills displaying sound judgment and decision-making.
Problem Solving: Need to evaluate and solve complex problems. Skillful negotiation of sensitive issues. Quick decision-making ability to recognize and decide the most effective course of action in complex and changing environment.
Basic math and accounting skills.

Responsibilities

Receives customer issues from client-facing employees and other customer communication channels.
Manages problem resolution and responds to customers in writing and over the phone.
Responsible for handling the research and reporting of client issues. This includes but is not limited to, managing the research, reporting the issues, analyzing the data, and summarizing the analysis of issues found in the system.
Draws on expert knowledge of the financial services industry transaction processing standards and TIAA-CREF's processes to remediate client issues.
Serves as the primary point of contact for the client throughout the resolution of their issues.
Defuse emotionally charged issues with clients and reestablish brand confidence and loyalty.
Communicate with client accurately describing the issues relevant to specific complaint or inquiry and outlines the steps taken to resolve the issue.
Works with internal business partners to achieve the best possible outcome in issue resolution.
Demonstrates an excellent understanding of TIAA-CREF’s organizational structure, procedures, policies and business functions.
Involved in a variety of functions or processes analyzing, interpreting and applying transaction processing rules of greater complexity.
Leverages expert knowledge of multiple systems and processes to resolve issues and problems in order to deliver and administer employer-sponsored pension products and/or individual wealth products; and by providing ongoing training and mentoring.
Incorporates strong understanding of client perspective, extensive knowledge of processing, LEAN methodology, and project management to develop solutions for more streamlined end to end processes.
May utilize job aids or templates to create written correspondence and creates memos and emails to individual and institutional clients.
Continually works towards process improvements; may manage metrics & processes; supports and engages other production departments to develop and maintain a sustainable LEAN environment.
Works on problems of diverse scope where analysis of data processes requires evaluation of identifiable and intangible factors.
May perform root-cause analysis, required remediation, formulate and recommend solutions, develop and implement prevention and detective controls
Creates job aids, communications, standard operating procedures, and standard work documents
Associate must work collaboratively with their peers and other stakeholders across the company in accordance with the TIAA-CREF way toward continuous improvement in policies, procedures, and processes.
The Senior Complex Resolution Manager should be able to handle basic complaints and customer service issues including web, transactional (Single Sum, TPA, MDO etc. etc), maintenance, trade disputes and reimbursement type issues and complaints.
Acts as a subject matter expert on a specific topic and can be used for some project work.