Movement Services Manager

The Customer Service Manager, Licensed oversees that customer questions are answered in an efficient and effective approach. As a licensed professional, this job supervises a team of Customer Service professionals and ensures that customers who call with questions or issues receive superior customer service. This job also interacts with customers by providing hands on support for escalated issues.

• Maintains customer satisfaction through the management and development of Customer Service professionals.
• Interacts with customers regarding escalated issues on a daily basis, responding to their questions and guiding them to the appropriate service.
• Reviews customer complaints and Customer Service metrics to identify ways to improve quality of service.
• Plans and schedules levels of support to ensure proper advancement of customer queries that require more advanced knowledge.
• Assists in the development of strategic Customer Service and technical support initiatives.
• Sets goals and objectives for team members for achievement of Customer Service operational results.
• Ensures Customer Service policies, practices and procedures are understood and followed by direct reports.

• Educational Requirements: University Degree Preferred
• Work Experience: 5+ Years Required; 7+ Years Preferred
• FINRA Registrations: Series 6 or 7;
  Series 26 or 24
• Licenses and
  
  Certifications:
  
  Life and Health Insurance License (Resident State);
  Additional non‑resident licenses may be needed; FINRA Series 63 Preferred
• Physical Requirements: Sedentary Work
• Required Skills: Must have Series 6 or 7;
  Series 63;
  Series 26 or 24 and Life and Health Insurance (Resident State). Experience managing associates and exceptional leadership skills.
• Preferred
  
  Skills:
  
  Demonstrated ability to excel in a fast‑paced, multi‑functional, client‑centric environment. Ability to multitask in a high intensity environment while managing time and case work simultaneously. Proven organizational and analytical skills with high attention to detail. Excellent verbal and written communication skills. Bachelor’s degree preferred.

8PL

Base Pay Range: $71,700 per year – $114,000 per year. Actual base salary may vary based upon 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 participation in an incentive program linked to performance.

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.