Money Movement Services Manager

Oversees that customer questions are answered in an efficient and effective approach. As a licensed professional, supervises a team of Customer Service professionals and ensures customers who call with questions or issues receive superior customer service. Also interacts with customers by providing hands-on support for escalated issues.

Responsibilities

• 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.

Requirements

• University degree preferred
• 5+ years of work experience required; 7+ years preferred
• FINRA registrations: Series 6 or 7; Series 26 or 24
• Life and Health Insurance License (Resident State) – Multiple Issuers required; additional non-resident licenses may be needed
• FINRA Series 63 preferred
• Sedentary work

Skills

• Required: Series 6 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
• Related skills: Adaptability, Automation, Communication, Continuous Improvement Mindset, Critical Thinking, Customer Engagement, Digital Savviness, Problem Solving, TIAA Products/Services Acumen

Pay

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 participation in an incentive program linked to performance.

Benefits

The organization offers a comprehensive Total Rewards package designed to make a positive difference in the lives of associates and their loved ones. Benefits include a superior retirement program and highly competitive health, wellness, and work-life offerings that can help achieve and maintain physical, emotional, and financial well-being.