Base: $78,400pyr - $87,500pyr; bonus/equity: not s...
Hybrid
Complex customer issue resolution
Financial services transaction processing
Client issue research and reporting
The Senior Complex Resolution Manager at TIAA is responsible for managing customer issues and providing resolutions within the retirement plan operations sector. The role requires a strong background in customer service, financial services, and problem-solving, particularly in relation to complex client interactions
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.
This 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.
Draws on expert knowledge of the financial services industry transaction processing standards and TIAA-CREF's processes to remediate client issues, serving as the primary point of contact for the client throughout the resolution of their issues.
Matching Summary
Match Score: 85
The Senior Complex Resolution Manager at TIAA is responsible for managing customer issues and providing resolutions within the retirement plan operations sector. The role requires a strong background in customer service, financial services, and problem-solving, particularly in relation to complex client interactions.
Salary
Base: $78,400/yr - $87,500/yr; Bonus/Equity: Not specified; Benefits: Not specified
Skills & Requirements
Must-have
Complex customer issue resolution
Financial services transaction processing
Client issue research and reporting
Analyze and summarize client issues
Communicate issues and resolution steps
Work with internal business partners
Nice-to-have
Conflict management and client confidence
Client advocate role
Retirement experience
LEAN methodology understanding
Cross-company collaboration
Key Requirements
5+ Years of experience required
University Degree preferred
Series 6 or 7, Series 63 licenses required
Proficient with CRM systems and Microsoft Office
Experience with Siebel, Omni, and Unified Workflow