Sr Customer Advocate Licensed NSL

TIAA; Frisco (TX); Sur place; USD 33 000 - 46 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Adaptability

Collaboration

Communication

Conflict Management

Customer Engagement

Digital Savviness

Innovation

Inspires Others

Prioritizes Effectively

Resourcefulness

Formation

University (Degree) Preferred

Description du poste

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 SkillsAdaptability, Collaboration, Communication, Conflict Management, Customer Engagement, Digital Savviness, Innovation, Inspires Others, Prioritizes Effectively, Resourcefulness

2026-11-30Base 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 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 here.

Accessibility Support

TIAA 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]

Drug and Smoking Policy

TIAA maintains a drug-free and smoke/free workplace.

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here.

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here.

ForApplicants of TIAA Global Capabilities, click here.

For Applicants of Nuveen residing in Europe and APAC, please click here.