Senior Complex Resolution Manager

TIAA Jobs

Base: $78,400pyr - $87,500pyr; bonus/equity: not s...
Manage complex customer issues
Research and report client issues
Financial services transaction processing
The Senior Complex Customer Resolution Manager receives customer issues from client-facing employees and other customer communication channels, managing problem resolution and responding to customers in writing and over the phone

Job Summary

  • The Senior Complex Customer Resolution Manager receives customer issues from client-facing employees and other customer communication channels, managing problem resolution and responding to customers in writing and over the phone.
  • The position is responsible for handling the research and reporting of client issues, including managing the research, reporting the issues, analyzing the data, and summarizing the analysis of issues found in the system.
  • 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.

Matching Summary

The Senior Complex Customer Resolution Manager receives customer issues from client-facing employees and other customer communication channels, managing problem resolution and responding to customers in writing and over the phone.

Salary

Base: $78,400/yr - $87,500/yr; Bonus/Equity: Not specified; Benefits: Not specified

Skills & Requirements

Must-have

  • Manage complex customer issues
  • Research and report client issues
  • Financial services transaction processing
  • Communicate with clients accurately
  • Work with internal business partners
  • Leverage expert knowledge of systems

Nice-to-have

  • Conflict management and client confidence
  • Retirement experience
  • LEAN methodology understanding
  • Project management skills
  • Cross-company collaboration

Key Requirements

  • 5+ Years of comparable experience
  • University Degree Preferred
  • Series 6 or 7; Series 63
  • State Life and Health Licenses

Work Rights

Not specified

Tailored Resume

Cover Letter