Receives customer issues from client-facing employees and other customer communication channels
Manages problem resolution and responds to customers in writing and over the phone
Responsible for handling the research and reporting of client issues
Draws on expert knowledge of the financial services industry transaction processing standards
Serves as the primary point of contact for the client throughout the resolution of their issues
Communicates with client accurately describing the issues relevant to specific complaint or inquiry
Works with internal business partners to achieve the best possible outcome in issue resolution
Demonstrates an excellent understanding of TIAA-CREF's organizational structure
Continually works towards process improvements; may manage metrics & processes

5 or more years of comparable experience in customer service or financial services
Proficient with all applications and CRM systems, including Microsoft Office
Experience with Siebel, Omni, and Unified Workflow
Series 6 or 7, Series 63, State Life and Health Licenses are required
Conflict Management: Ability to manage sensitive client interactions regaining client confidence
Retirement Experience is highly preferred
Flexibility: Support a variety of initiatives related to customer care
Time Management: Manage customer expectations resolving issues in a timely manner
Communication: Verbal and written/documentation skills
Basic math and accounting skills

Senior Complex Resolution Manager

Key skills