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Senior Manager leading training and support for Restaurants and Venue at URBN. Overseeing company - wide training initiatives and ensuring operational excellence across locations.
About the role
- Senior Complex Resolution Manager resolving client issues in retirement services for TIAA. Collaborating with internal teams and maintaining client confidence through effective problem resolution.
Responsibilities
- Receives customer issues from client-facing employees and other customer communication channels
- Manages problem resolution and responds to customers in writing and over the phone
- Responsible for handling the research and reporting of client issues
- Draws on expert knowledge of the financial services industry transaction processing standards
- Serves as the primary point of contact for the client throughout the resolution of their issues
- Communicates with client accurately describing the issues relevant to specific complaint or inquiry
- Works with internal business partners to achieve the best possible outcome in issue resolution
- Demonstrates an excellent understanding of TIAA-CREF's organizational structure
- Continually works towards process improvements; may manage metrics & processes
Requirements
- 5 or more years of comparable experience in customer service or financial services
- Proficient with all applications and CRM systems, including Microsoft Office
- Experience with Siebel, Omni, and Unified Workflow
- Series 6 or 7, Series 63, State Life and Health Licenses are required
- Conflict Management: Ability to manage sensitive client interactions regaining client confidence
- Retirement Experience is highly preferred
- Flexibility: Support a variety of initiatives related to customer care
- Time Management: Manage customer expectations resolving issues in a timely manner
- Communication: Verbal and written/documentation skills
- Basic math and accounting skills
Benefits
- Superior retirement program
- Highly competitive health offerings
- Wellness programs
- Work-life offerings
- Professional development opportunities
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