Client Outreach Retention Consultant

Client Outreach Retention Consultant

The Client Outreach Retention Consultant works with clients who have indicated intent to transfer funds from the organization for purposes other than income. Under general supervision, this job works in partnership with the organization's National Contact Center (NCC) and advisory business partners and is responsible for resolving client questions, educating clients regarding investment options and requirements, facilitating transfers, and positioning the organization's solutions when appropriate.

During your initial period of employment, you will receive training on TIAA's products and the role will be non‑exempt – meaning you will be paid on an hourly basis and eligible for overtime pay. After the training period has concluded, based on the client‑facing duties of the position, the role will become exempt and you will be paid on a salaried basis at the same rate (i.e., your weekly salary will be equal to your hourly rate multiplied by 40) and you will no longer be eligible for overtime pay.

• Addresses client questions, assesses the client's financial needs, educates on relevant product benefits and provides appropriate solutions while advocating for the organization's products and services.
• Receives inbound call transfers from the NCC of clients that are at risk of leaving and/or clients interested in learning more about and engaging with the organization's advisory services.
• Performs outreach calls to identified retention clients while adhering to stated service level agreements.
• Refers clients to the most appropriate advised solution based on client complexity and need for engagement, advice and retention.
• Communicates and educates internal business partners on process updates and cross training.
• Participates in proactive outreach campaigns and/or pilot programs, as necessary.

University (Degree)

• 2+ Years Required; 3+ Years Preferred

• Series 6 or 7;
  Series 63 Licenses
• Life and Health Insurance License (National) – Multiple issuers required within 120 days

Sedentary work

• Business Development
• Client Relationship Management
• Collaboration
• Consultative Communication
• Continuous Improvement Mindset
• Due Diligence
• Practice Management Strategy
• Prioritizes Effectively
• Quantitative Analysis
• Retirement Planning Selling
• Sales
• TIAA Products/Services Acumen
• Wealth Management

$64,000/yr – $87,200/yr (actual base salary may vary based on experience, time in role, peer comparison, prior performance, business sector, and geographic location).

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. Our full EEO & Non-Discrimination statement is on our careers home page, and you can read more about your rights and view government notices here.