Customer Resolution Manager

Overview

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 role 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 a positive customer experience and enhance relationships between consumers and the company.

• Analyzes customer complaints to determine validity, risk, and cause of the complaint.
• Audits consultant phone calls, documentation, and interaction records to assure the firm’s compliance with industry regulations and standards.
• Collaborates with departments including legal, payment operations, IT, and contract maintenance to correct and restore client account to proper status.
• Ensures that all complaints and corrections are 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.

• University (Degree) Preferred

• 3 Years Required; 5 Years Preferred

• SRC Indicator:
  Series 6 or 7;
  Series 63

• Sedentary work

7IC

• 3 years of comparable experience in customer service or financial services.
• FINRA registrations, Series 6 or 7 & Series 63.
• Resident state insurance licensing. Must comply with regulatory requirements and remain in good standing.

• 5 years of comparable experience in customer service or financial services.
• 3+ years of experience in complaint handling.
• Ability to manage sensitive client interactions, rebuild client confidence, strong listening skills, and promote the role of client advocate. Ability to evaluate and solve complex problems.
• Proficiency with Salesforce, and Unified Workflow or similar CRM systems;
  Seibel experience is noted.
• Strong verbal and written documentation skills and professionalism in communication with diverse individuals.
• Strong negotiation skills with sound judgment and decision-making.

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

$56,600/yr - $77,300/yr

Actual base salary may vary based on relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. The compensation package may include participation in an incentive program linked to performance (e.g., discretionary incentive programs, sales incentive plans, or other non-annual incentive plans).

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 we are a market-leading retirement company fueled by world-class asset management. We are committed to helping clients and Americans who need us.

At TIAA, we aim to build on our 100+ year legacy while evolving to meet tomorrow’s challenges. We equip our associates with future-focused skills and AI tools. We are guided by our values:
Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. We work collaboratively across boundaries to accelerate innovation and deliver meaningful results.

The organization offers a comprehensive Total Rewards package designed to support associates’ financial well-being, health, wellness, and work-life balance. This includes a superior retirement program and competitive health and wellness offerings. Review the Benefits Summary for details.

We are an Equal Opportunity Employer. TIAA does not discriminate on age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status. The full EEO & Non-Discrimination statement is on our careers home page, with downloadable government notices available.

TIAA provides support for applicants needing assistance with the online application process to ensure equal employment opportunities for all job seekers, including individuals with disabilities. For reasonable accommodation requests, contact our Accessibility Support Team at:

Phone:
Email: accessibility.support

TIAA maintains a drug-free and smoke-free workplace.

For Applicants of TIAA, Nuveen and Affiliates residing in US (excluding California), . For California residents, . For Applicants of TIAA Global Capabilities, . For Applicants of Nuveen residing in Europe and APAC, .