Customer Resolution Manager

The Customer Resolution Manager is responsible for tracking and analyzing questions, comments, and complaints regarding the company's products or services to improve the performance of the Customer Service department.. Through effective monitoring, this job supports the management of the first lines of support for difficult and sometimes complex problem resolution. Under limited supervision, the Customer Resolution Manager ensures that all specialists provide positive customer experience and enhance relationships between consumers and the company.

Key Responsibilities and Duties

• Analyzes customer complaints to determine validity, risk, and cause of the complaint.
• Audits consultant phone calls, documentation, and interaction records to assure firm’s compliance to industry regulations and standards.
• Collaborates with variety of departments including legal, payment operations, IT, and contract maintenance to correct and restore client account to proper status.
• Ensures that all complaints and corrections have been properly documented for FINRA review.
• Generates error reports to track the source of the error and the affected budget.
• Alerts management of errors caused by team members or processes and offers suggestions and solutions to prevent future errors.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 3 Years Required; 5 Years Preferred

FINRA Registrations

• SRC Indicator: Series 6 or 7; Series 63

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
7IC

Required:

• 3 years of comparable experience in customer service or financial services.
• Position requires FINRA registrations, Series 6 or 7 & Series 63
• Position requires to have resident state insurance licensing. Must comply with all regulatory requirements and remain in good standing.

Preferred:

• Preferred to have 5 years of comparable experience in customer service or financial services.
• 3+ years of experience in complaint handling. 
• Ability to manage sensitive client interactions regaining client confidence. Need strong listening skills and promote the role of client advocate. Need to evaluate and solve complex problems.
• Able to proficiently utilize Seibel, Salesforce, and Unified Workflow or similar CRM Systems
• Strong verbal and written documentation skills with the ability to communicate with and adapt to diverse individuals. Maintains the highest level of professionalism.
• Strong negotiation skills displaying sound judgment and decision-making.

Related Skills

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

Anticipated Posting End Date:

2026-01-22

Base Pay Range: $56,600/yr - $77,300/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). 

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Company Overview

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.

Our Culture of Impact

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 are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways—because when our people succeed, our impact on clients' lives grows stronger.

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 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.

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

Drug and Smoking Policy

TIAA maintains a drug-free and smoke/free workplace.

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here.

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here.

For Applicants of TIAA Global Capabilities, click here.

For Applicants of Nuveen residing in Europe and APAC, please click here.