Sr Customer Advocate Licensed NSL

TIAA; Dallas (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

The NCC National Support Line Consultant (NSLC) at TIAA provides accessible information and guidance to Financial Services Consultants and internal partners, helping identify information and resources to complete client conversations. This role serves as a content SME, mentors newly hired FSCs, coaches, and shares best practices to close learning gaps.

You will deliver education on processes, regulations, and licensing requirements, ensuring a smooth enrollment experience and upholding risk

Qualifications

• Bachelor's degree or higher preferred.
• 2+ years of related experience required; 3+ preferred.
• FINRA registrations: Series 6 or 7; Series 63.
• Life and Health Insurance License (National) - required within 90 days.

Responsibilities

• Establish rapport to identify service needs and informational requests.
• Deliver process and procedural information and actionable guidance on products, services, and operational processes.
• Resolve complex participant inquiries through advanced investigation and research.
• Educate callers on complaint submission criteria and proper routing of issues.
• Maintain caller confidence and protect the organization's reputation through risk identification and remediation.
• Provide spot education on regulatory changes to enhance caller knowledge.
• Utilize licensing certification knowledge to improve 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) delivers immediately accessible information and guidance to Financial Services Consultants (FSC), and other client-facing internal partners, in identifying information and resources to complete client conversations. This job serves as a content or internal process subject matter expert (SME), mentors newly hired FSCs, coaches and shares successful practices, and identifies learning needs or gaps.

Key Responsibilities and Duties

• 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.

Educational Requirements University (Degree) Preferred

Work Experience 2+ Years Required; 3+ Years Preferred

FINRA Registrations SRC Indicator: Series 6 or 7; Series 63

Licenses and Certifications Life and Health Insurance License (National) - Multiple Issuers required within 90 Days

Physical Requirements Physical Requirements: Sedentary Work

Career Level 6IC

Related Skills

• Adaptability
• Collaboration
• Communication
• Conflict Management
• Customer Engagement
• Digital Savviness
• Innovation
• Inspires Others
• Prioritizes Effectively
• Resourcefulness

Anticipated Posting End Date: 2026-08-31

Base Pay Range: $24.04/hr - $33.65/hr

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).

Company Overview

Every 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 Impact

At 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 Rewards

The 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 Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national or