Senior Customer Resolution Manager

TIAA

Senior Customer Resolution Manager at TIAA resolving complex customer needs through collaboration and research with various departments. Coaching junior staff while maintaining documentation standards.

Posted 5/5/2026full-timeDallas • North Carolina, Texas • 🇺🇸 United StatesSenior💰 $63,500 - $91,300 per yearWebsite

About the role

Key responsibilities & impact

Reviews customer needs to determine best course of action
Thoroughly researches customer needs presented
Collaborates with various departments to determine the best course of action
Ensures proper documentation in accordance with enterprise policy
Proactively reviews reporting for any transaction errors
Identifies and recommends process improvements to management
Manages complex customer needs and risks
Coaches junior-level staff

Requirements

What you’ll need

5+ Years Required in customer service or financial services
Series 6 or 7 & Series 63 FINRA registrations required
Resident state insurance licensing required
Ability to manage sensitive client interactions
3+ years of experience in complaint handling preferred
Exceptional listening skills and promote the role of client advocate
Proficiency in Seibel, Salesforce, and Unified Workflow or similar CRM Systems
Good verbal and written documentation skills
Must maintain professionalism and decision-making skills

Benefits

Comp & perks

Comprehensive Total Rewards package
Superior retirement program
Highly competitive health, wellness and work life offerings

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicefinancial servicescomplaint handlingdocumentation skills

Soft Skills

listening skillsclient advocacyprofessionalismdecision-makingcoaching

Certifications

Series 6Series 7Series 63resident state insurance licensing