Beneficiary Customer Care Consultant Licensed Details

Beneficiary Customer Care Consultant Licensed

TIAA - Denver, CO

Employment Type : Full-Time

Customer Care Consultant Licensed
The Customer Care Consultant, Licensed is responsible for handling questions, comments, and complaints regarding the company's products or services. Working under limited supervision, this job reports to upper management and is the first line of support for problem resolution. This job is also a licensed professional who possesses significant knowledge of the company's products and services to provide a positive customer experience and enhance relationships between consumers and the company.

Key Responsibilities and Duties

• Responds to customer inquiries and provides a speedy and thorough resolution to customer issues and problems.
• Provides outstanding customer service to ensure service levels are achieved and exceeded.
• Educates incoming customer service specialists on company policies and procedures.
• Establishes rapport with customers, setting them at ease and providing direction regarding their inquiries.
• Handles escalated and unresolved calls from less experienced representatives.
• Reviews all customer interactions, including inquiries, complaints, actions taken, etc. and reports to upper management.
• Provides guidance to junior customer service specialists regarding customer issues that require more advanced knowledge and experience.

• 3 Years Required; 5 Years Preferred
• University (Degree), Preferred

• SRC Indicator: Series 6 or 7; Series 63

• Physical Requirements: Sedentary Work

• University (Degree)

Position Summary:

The Beneficiary Customer Care Consultant (Licensed) responds to inquiries and requests via the telephone. This individual will interact with and provide financial counseling to participants, prospects, new entrants and their beneficiaries and representatives concerning pre-tax and after-tax investment/retirement products and services; specifically related to inherited assets. Customer Care Consultants are responsible for delivering a highly distinctive customer experience that is accurately executed and consistent with company values and regulatory requirements. They will work cooperatively with the case manager to identify and implement retention strategies. This individual must be open to and apply feedback in regards to performance. They are also expected to meet performance standards of the position within a reasonable amount of time as outlined in our performance management guidelines.

Key Responsibilities & Duties:

Beneficiary Customer Care Consultant (Licensed) build and maintain strong relationships with clients and their representatives. They strive to resolve client’s requests and provide accurate information and are able to handle stress appropriately while maintaining performance and diplomacy. This individual will utilize problem solving and conflict resolution skills and will be able to exhibit confidence and an energetic phone presence. It is important that this individual provide distinctive service, defined as better or much better than our competition as measured by client feedback and retention of assets. This individual will also be responsible for the following:

• Articulate verbal and written documentation skills with the ability to communicate with and adapt to a diverse client population. Strong listening skills and maintains the highest level of professionalism.
• A comprehensive understanding of the features, design and benefits of all TIAA-CREF products and services (retirement, mutual fund, insurance, etc.) and capital markets as well as competitor’s products, services and strategies. Must be able to communicate and clarify complex features and regulations. Understands operational procedures/processes, and balances regulatory and industry acceptable guidelines.
• Ability to manage phone time effectively and adhere to schedules including: start times, breaks, call handle time, after call work etc.
• Ability to multi-task while handling client requests, maneuvering through systems, probing for information and conversing with clients. Must be flexible, client focused and results oriented and have effective time management skills.
• Experience in conveying investment knowledge confidently. Works in tandem with the case manager to ensure suggested products and services meet the client’s needs and objectives.

Qualifications

• 3 Years Required; 5 Years Preferred
• University (Degree), Preferred

FINRA Registrations

• SRC Indicator: Series 6 or 7; Series 63
• State Life Insurance Preferred

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).

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Company Overview

TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.

COVID-19 Vaccination

TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary .

Equal Opportunity

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here .

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: accessibility.support@tiaa.org

Privacy Notices

For residents of California, please click here to access the TIAA CA Applicant Privacy Notice.

For residents of the EU / UK, please click here to access the EU / UK Pre-employment Notice.

For all other residents, click here to access the Applicant Privacy Notice.