Customer Resolution Manager
TIAA
full-time
Posted on:
Location Type: Hybrid
Location: Dallas • North Carolina • Texas • United States
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Salary
💰 $56,600 - $77,300 per year
About the role
- Analyzes customer complaints to determine validity, risk, and cause of the complaint
- Audits consultant phone calls, documentation, and interaction records
- Collaborates with variety of departments to correct and restore client account to proper status
- Ensures complaints and corrections have been documented for FINRA review
- Generates error reports to track sources of errors and alerts management
Requirements
- 3 Years Required; 5 Years Preferred in customer service or financial services
- FINRA Registrations (Series 6 or 7; Series 63)
- Must comply with all regulatory requirements and remain in good standing
- 3+ years of experience in complaint handling
- Ability to manage sensitive client interactions regaining client confidence
- Strong listening skills and promote the role of client advocate
- Strong verbal and written documentation skills
- Able to proficiently utilize Seibel, Salesforce, and Unified Workflow or similar CRM Systems
- Strong negotiation skills displaying sound judgment and decision-making
Benefits
- superior retirement program
- highly competitive health, wellness and work life offerings
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
complaint handlingerror reportingrisk analysisauditingdocumentation
Soft Skills
strong listening skillsclient advocacyverbal communicationwritten communicationnegotiationjudgmentdecision-making
Certifications
FINRA Series 6FINRA Series 7FINRA Series 63