Wealth Support Team 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 knowledge that is more advanced.

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.

5+ Years Required; 7+ Years Preferred FINRA Registrations SRC Indicator:
Series 6 or 7;
Series 26 or 24 Licenses and Certifications Life and Health Insurance License (Resident State) - Multiple Issuers required Additional non-resident licenses may be needed preferred FINRA Series 63 is preferred

Physical Requirements:

Sedentary Work

Must have Series6 or 7;
Series
63 ;
Series
26 or 24 and Life and Health Insurance (Resident State) Experience in managing associates and exceptional leadership skills

Demonstrated ability to excel in a fast paced, multi-functional, dynamic, client centric work environment Ability to multitask in a fast paced 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

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

Anticipated Posting End Date:  Base Pay Range: $71,700/yr - $114,000/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).

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.

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…