Senior Customer Resolution Manager

TIAA•Frisco, TX

About The Position

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us. Our Culture of Impact At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.

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
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