The Customer Service Manager, Licensed oversees that customer questions are answered in an efficient and effective approach. As a licensed professional, this job supervises a team of Customer Service professionals and ensures that customers who call with questions or issues receive superior customer service. This job also interacts with customers by providing hands on support for escalated issues.
Key Responsibilities and Duties- 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 knowledge that is more advanced.
- 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.
Educational Requirements- University (Degree) Preferred
Work Experience- 5+ Years Required; 7+ Years Preferred
FINRA Registrations- SRC Indicator: Series 6 or 7; Series 26 or 24
Licenses and Certifications- Life and Health Insurance License (Resident State) - Multiple Issuers required
- Additional non-resident licenses may be needed preferred
- FINRA Series 63 is preferred
Physical Requirements- Physical Requirements: Sedentary Work
Career Level 8PL
Required Skills:- Must have 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
Preferred 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
Anticipated Posting End Date:2026-07-28
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, 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).
Benefits and Total RewardsThe 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.
