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TIAA · 2 days ago

Customer Resolution Manager

Charlotte, NC, USA

Full-time

Hybrid

Mid, Senior Level

$57K/yr - $77K/yr

3+ years exp

TIAA is a market-leading retirement company that has been delivering secure retirement solutions for over 100 years. The Customer Resolution Manager is responsible for tracking and analyzing customer feedback to improve service performance, ensuring a positive customer experience, and managing complex problem resolutions.

FinanceFinancial ServicesLife Insurance

Comp. & Benefits

H1B Sponsor Likely

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

Qualification

FINRA Series 6FINRA Series 63Complaint handlingCRM Systems proficiencyCustomer engagementCommunication skillsProblem solvingNegotiation skillsAdaptabilityCritical thinking

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

Preferred

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

Benefits

Superior retirement program

Highly competitive health, wellness and work life offerings

Company

TIAA

Glassdoor3.9

TIAA is a financial services company that specializes in providing retirement plans, IRAs, mutual funds, and life insurance.

Founded in 1918

New York, New York, USA

10001+ employees

https://www.tiaa.org

H1B Sponsorship

TIAA has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (1)

2020 (10)