Senior Licensed Client Advocate | FINRA Series 6/7 & 63

TIAA; Dallas (TX); On-site; USD 33,000 - 46,000; Full time

Job summary

TIAA is seeking a knowledgeable customer service professional to support callers in navigating enrollment processes and claims. You will assess needs, share product and policy information, and guide clients through complex inquiries with accurate research and clear communication.

This role emphasizes regulatory awareness, licensing requirements, and maintaining trust while delivering up-to-date education on policy changes.

Qualifications

• University (Degree) Preferred.
• 2+ years of experience in customer service or financial services.
• FINRA registrations required: Series 6 or 7; Series 63.
• Life and Health Insurance License required within 90 days.
• Sedentary work physical requirements.

Responsibilities

• Identifies caller requirements by establishing personal rapport to understand service need and informational request.
• Delivers process and procedural information and/or provides detailed actions pertaining to the organization’s products and services and operational processes.
• Navigates caller through advanced investigation and research to resolve complex participant inquiries through the application of advanced probing and research methods.
• Educates callers on verbal complaint submission criteria to assist in the correct identification and transfer of complaint calls; as well to filter and directly resolve non-complaint call situations.
• Maintains caller confidence and protects the organization’s reputation through risk identification and remediation.
• Delivers spot education related to business, compliance, or regulatory requirement changes that can enhance the overall knowledge of the caller.
• Utilizes knowledge gained through licensing certification to ensure customers are satisfied with overall enrollment experience.

Skills

Adaptability

Collaboration

Communication

Conflict Management

Customer Engagement

Digital Savviness

Innovation

Inspires Others

Prioritizes Effectively

Resourcefulness

Education

University (Degree) Preferred

Job description

TIAA is seeking a knowledgeable customer service professional to support callers in navigating enrollment processes and claims. You will assess needs, share product and policy information, and guide clients through complex inquiries with accurate research and clear communication.

This role emphasizes regulatory awareness, licensing requirements, and maintaining trust while delivering up-to-date education on policy changes.