The Customer Service Manager, Licensed oversees that customer questions are answered in an efficient and effective approach. As a licensed professional, this job supervises a team of Customer Service professionals and ensures that customers who call with questions or issues receive superior customer service. This job also interacts with customers by providing hands on support for escalated issues.
Key Responsibilities and Duties
- Maintains customer satisfaction through the management and development of Customer Service professionals.
- Interacts with customers regarding escalated issues on a daily basis, responding to their questions and guiding them to the appropriate service.
- Reviews customer complaints and Customer Service metrics to identify ways to improve quality of service.
- Plans and schedules levels of support to ensure proper advancement of customer queries that require knowledge that is more advanced.
- Assists in the development of strategic Customer Service and technical support initiatives.
- Sets goals and objectives for team members for achievement of Customer Service operational results.
- Ensures Customer Service policies, practices and procedures are understood and followed by direct reports.
Educational Requirements
- University (Degree) Preferred
Work Experience
- 5+ Years Required; 7+ Years Preferred
FINRA Registrations
- SRC Indicator: Series 6 or 7; Series 26 or 24
Licenses and Certifications
- Life and Health Insurance License (Resident State) - Multiple Issuers required
- Additional non-resident licenses may be needed preferred
- FINRA Series 63 is preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
8PL
Required Skills:
Preferred Skills:
Demonstrated ability to excel in a fast paced, multi-functional, dynamic, client centric work environment
Ability to multitask in a fast paced high intensity environment while managing time and case work simultaneously
Proven organizational and analytical skills with high attention to detail
Excellent verbal and written communication skills
Bachelor’s degree preferred
Related Skills
Adaptability, Automation, Communication, Continuous Improvement Mindset, Critical Thinking, Customer Engagement, Digital Savviness, Problem Solving, TIAA Products/Services Acumen
Anticipated Posting End Date:
2026-07-28
Base Pay Range: $71,700/yr - $114,000/yr
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).
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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.
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: (800) 842-2755
Email: [email protected]
Drug and Smoking Policy
TIAA maintains a drug-free and smoke/free workplace.
