RISE Wealth Support Licensed

About the role

The RISE Wealth Support Team delivers world-class, phone-based customer service to participants assigned to a TIAA Wealth Management Advisor. You will proactively address service-based requests through phone and email outreach, serving as an extension of the Advisory Team. Your comprehensive knowledge of TIAA products, services, and customer experience standards will help achieve positive participant and Advisor outcomes and differentiate TIAA from competitors.

Responsibilities

• Manage individual relationships with high-net-worth clients to resolve key service needs, such as general and complex account research (e.g., contract maintenance, transfers/payments, and brokerage service) efficiently.
• Assist clients in completing forms and review forms for accuracy.
• Perform registered and non-registered activities related to identifying client needs and potential issues with current financial plans (e.g., estate planning, beneficiaries).
• Act as an extension of the Wealth Advisory teams to strengthen client relationships by addressing service and support needs across all products and services promptly and accurately.
• Coordinate with business partners to resolve client requests.
• Identify and refer relationship opportunities to the advisory team and business partners.
• Manage inbound and outbound phone and written communications from clients and business partners to address client issues and manage expectations.
• Interpret complex plan rules and explain them to customers in an understandable manner.
• Maintain strong business relationships with Advisory Teams.
• Complete brokerage operation activities in a timely manner and at established productivity levels.

Requirements

• University degree preferred.
• 2+ years of work experience required; 3+ years preferred.
• FINRA Registrations: Series 6 or 7; Series 63.
• 2+ years of customer service experience.

Skills

• Required: Series 6 or Series 7 and Series 63.
• Preferred: 3+ years of customer service experience.
• Effective case management: ability to drive cases forward proactively, demonstrating initiative, independence, and a self-motivated approach to overcome obstacles and achieve timely resolutions.
• Written communication: essential for building and maintaining positive business partner and customer relationships; accurate grammar and professional formatting are critical.
• Related skills: Adaptability, Collaboration, Communication, Conflict Management, Customer Engagement, Digital Savviness, Innovation, Inspires Others, Prioritizes Effectively, Resourcefulness.

Schedule

Monday through Friday with flexible start times. A 4x10 schedule cannot be accommodated. Overtime may be required as business needs dictate.

Pay

Base Pay Range: $24.04/hr - $33.65/hr. Actual base salary may vary based on relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. The competitive compensation package may also include participation in an incentive program linked to performance.

Benefits

The organization offers a comprehensive Total Rewards package designed to support the well-being of associates and their loved ones, including:

• A superior retirement program.
• Highly competitive health, wellness, and work-life offerings to help achieve and maintain physical, emotional, and financial well-being.