Senior Customer Resolution Manager

TIAA • Frisco, TX

1d

About The Position

Key Responsibilities and Duties Reviews customer needs to determine best course of action Tasked with thoroughly researching the customer needs presented (i.e., reviewing records of participant interactions by phone and/or mail). Collaborates with variety of departments (i.e, legal, payment operations, IT) to determine best course of action Ensures that all customer needs have been properly documented in accordance with enterprise policy Proactively review available reporting for any account or transaction errors Identifies and recommends internal process improvements to management Manages more complex customer needs and instances where higher dollar amounts and risk are involved. Coaches junior-level staff.

Requirements

• 5 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
• Adaptability
• Automation
• Communication
• Continuous Improvement Mindset
• Critical Thinking
• Customer Engagement
• Digital Savviness
• Problem Solving
• TIAA Products/Services Acumen

Nice To Haves

• Preferred to have 7 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
• Exceptional 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
• Good verbal and written documentation skills with the ability to communicate with and adapt to diverse individuals.
• Maintains the highest level of professionalism
• Exceptional negotiation skills displaying sound judgment and decision-making

Responsibilities

• Reviews customer needs to determine best course of action
• Thoroughly researching the customer needs presented (i.e., reviewing records of participant interactions by phone and/or mail).
• Collaborates with variety of departments (i.e, legal, payment operations, IT) to determine best course of action
• Ensures that all customer needs have been properly documented in accordance with enterprise policy
• Proactively review available reporting for any account or transaction errors
• Identifies and recommends internal process improvements to management
• Manages more complex customer needs and instances where higher dollar amounts and risk are involved.
• Coaches junior-level staff.

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: Senior
• Number of Employees: 5,001-10,000 employees