Senior Customer Resolution Manager

Key Responsibilities and Duties

• Reviews customer needs to determine best course of action

• Tasked with thoroughly researching the customer needs presented (i.e., reviewing records of participant interactions by phone and/or mail).

• Collaborates with variety of departments (i.e, legal, payment operations, IT) to determine best course of action

• Ensures that all customer needs have been properly documented in accordance with enterprise policy

• Proactively review available reporting for any account or transaction errors

• Identifies and recommends internal process improvements to management

• Manages more complex customer needs and instances where higher dollar amounts and risk are involved. Coaches junior-level staff. ​

Educational Requirements

University (Degree) Preferred

Work Experience

5+ Years Required; 7+ Years Preferred

Physical Requirements

Physical Requirements: Sedentary Work

Career Level

8IC

Required Skills:

• 5 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 Skills:

• Preferred to have 7 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

• Exceptional 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

• Good verbal and written documentation skills with the ability to communicate with and adapt to diverse individuals. Maintains the highest level of professionalism

• Exceptional negotiation skills displaying sound judgment and decision-making

Related Skills

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

Anticipated Posting End Date:

2026-04-24

Base Pay Range: $63,500/yr - $91,300/yr

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location.  In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans). 

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Company Overview

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 weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.

Our Culture of Impact

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through