Beneficiary Relationship Manager

TIAA; Charlotte (NC); On-site; USD 53,000 - 77,000; Full time

Job summary

TIAA is seeking a dedicated professional in Charlotte, NC to manage complex customer cases within a retirement services context. You will coordinate with multiple internal teams to resolve needs, document actions per policy, and report discrepancies.

The role emphasizes empathy, organization, and a continuous improvement mindset. With 3+ years in related roles and a Bachelor's degree preferred, you will help ensure accurate settlements and smooth customer experiences in a dynamic financial

Qualifications

• Bachelor's Degree Preferred
• 3+ years of experience in case management, customer service, or a related role.
• Experience in the insurance, financial services, or legal industry.
• Knowledge of estate or beneficiary settlement processes.
• Interpersonal skills with the ability to handle sensitive situations with empathy and professionalism.
• Organizational and multitasking abilities.
• Adaptability, Automation, Communication, Continuous Improvement Mindset, Critical Thinking, Customer Engagement, Digital Savviness, Problem Solving, TIAA Products/Services Acumen

Responsibilities

• Reviews customer needs to determine best course of action for resolution.
• Researches customer needs by reviewing records of participant interactions by phone and/or mail.
• Collaborates with departments (legal, payment operations, IT) to determine best course of action.
• Ensures that all customer needs are documented in accordance with enterprise policy.
• Prepare reporting for account or transaction errors.
• Identifies and recommends internal process improvements to management.

Skills

Case management

Customer service

Insurance/financial services knowledge

Estate/beneficiary settlement

Empathy and professionalism

Education

Bachelor's degree

Job description

Key Responsibilities and DutiesReviews customer needs to determine best course of action for resolutionTasked with thoroughly researching the customer needs presented (i.e., reviewing records of participant interactions by phone and/or mail).Collaborates with variety of departments (i.e, legal, payment operations, IT) to determine best course of actionEnsures that all customer needs have been properly documented in accordance with enterprise policyPrepare reporting for any account or transaction errorsIdentifies and recommends internal process improvements to managementEducational RequirementsBachelor's Degree PreferredWork Experience3+ Years required; 5+ Years preferredPhysical RequirementsPhysical Requirements: Sedentary WorkCareer Level7ICRequired Skills:3+ years of experience in case management, customer service, or a related role.Preferred Skills:Bachelor’s degree in a relevant field or equivalent experience.Experience in the insurance, financial services, or legal industry.Knowledge of estate or beneficiary settlement processes.Interpersonal skills with the ability to handle sensitive situations with empathy and professionalism.Organizational and multitasking abilities.Related SkillsAdaptability, Automation, Communication, Continuous Improvement Mindset, Critical Thinking, Customer Engagement, Digital Savviness, Problem Solving, TIAA Products/Services AcumenAnticipated Posting End Date:2026-11-30Base Pay Range: $52,500/yr - $76,600/yrActual 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)._____________________________________________________________________________________________________Company OverviewEvery 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 ImpactAt 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 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 .Equal OpportunityWe 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.Accessibility SupportTIAA 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: [phone]Email: [e-mail] and Smoking PolicyTIAA maintains a drug-free and smoke/free workplace.