Senior Licensed Customer Advocate | Financial Services SME

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

Job summary

The NCC National Support Line Consultant (NSLC) at TIAA provides immediate guidance to Financial Services Consultants and internal partners, acting as SME for processes and regulatory knowledge. You mentor newly hired FSCs, share best practices, and identify learning gaps to improve client conversations.

You will educate callers on complaint criteria, resolve complex inquiries, and help ensure accurate enrollment experiences while protecting the organization's reputation.

Qualifications

• University degree preferred.
• 2+ years of experience; 3+ years preferred.
• SRC Indicator: Series 6 or 7; Series 63.
• Life and Health Insurance License (National) - Multiple Issuers required within 90 Days.

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

The NCC National Support Line Consultant (NSLC) at TIAA provides immediate guidance to Financial Services Consultants and internal partners, acting as SME for processes and regulatory knowledge. You mentor newly hired FSCs, share best practices, and identify learning gaps to improve client conversations.

You will educate callers on complaint criteria, resolve complex inquiries, and help ensure accurate enrollment experiences while protecting the organization's reputation.