Head, Customer Service Head, Customer Service …

in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
in Charlotte, NC, United States
Permanent, Full time
Be the first to apply
Head, Customer Service
All companies + Hiring difference makers. ☰ MD, Head of TFS Customer Care New TIAA 18 hours ago Post Date Apply for Job Share this Job


TIAA is a unique financial partner. With an award-winning track record for consistent performance, TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. TIAA has $1.1 trillion in assets under management (as Q1 2020) and offers a wide range of financial solutions, including investing, banking, advice and guidance, and retirement services.

For more information about TIAA, visit our website.

The Head of TFS Customer Care will be responsible for oversight and execution of the complaint and issue management function for the Institutional, Individual, and TIAA Bank lines of business. The incumbent of this role will report to the Head of TFS Operations and will lead a team of 130+ that are focused on creating an environment where client issues and complaints are handled swiftly and effectively and to the extent possible, prevented.


 Leadership over the complaint management function of the firm. This role will oversee program and process design, including how to handle executive and/or board level complaints.
 Leads the improvement of the structure around issue resolution and complaint management, driving to root cause.
 Owns re-design and standardize the customers experience when there is an issue or complaint. This work will include turnaround times, response to the customer, ability to classify data in a standardized way, creating the ability to get insights out of the data.
 Ensures prompt and effective issue resolution with adherence to SLA's and regulatory requirements.

 Works directly with key stakeholders across the enterprise, including Risk and Compliance, the Institutional and Individual Advisory leadership teams.
 Guides coordination of customer care for individual participants, institutional clients, and bank customers, and remediations.
 Owns responsibility for the client experience within Individual, TIAA Bank, and Retirement operations. Responsible for both individual and bulk remediations, which impacts the enterprise.
 Leverage advanced analytical skills necessary in order to analyze and discuss various alternatives with multiple stakeholders.
 Owns responsibility and execution to discuss optimal timing and circumstances for either refraining from or making a decision and is able to differentiate between content and context of such decision.
 Accountable for coaching others in decision making models, processes and practices and is expected to focus on and act upon special issues and considerations for effective decision-making during a crisis.
 Effectively balances risk and reward in arriving at effective business decisions.


Required Qualifications:

 BA/BS Required
 15+ years leadership experience working in financial, consulting firms, or government entities
 10+ years of experience leading a customer complaints function
 FINRA Series 6, 26 and 63 OR attain within the first 90 days (3 months) after start date

Preferred Qualifications:

 Masters Degree Preferred
 Deep expert knowledge of TFS Client Services and TIAA products and services
 Deep understanding of the regulatory environments governing TIAA and the Bank entities
 Proven experience understanding market trends in client experience
 Experience in working with a matrixed management structure, including the ability to influence and partner with business unit leaders
 Experience with building partnerships with other functions and departments (cross functional partnerships)
 Able to guide and coach others across the organization in developing and maintaining cooperative and rewarding relationships (that create positive business results)
 Creates initiatives that foster communication, directness and spirit of cooperation and is able to effectively intervene with highly difficult people and situations
 Ability to arbitrate difficult situations with high stakes and models open and honest discussion of conflict

Equal Employment Opportunity is not just the law, its our commitment. Read more about the Equal Employment Opportunity Law.

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We are an Equal Opportunity/Affirmative Action Employer. We will consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Additional Information
  • Requisition ID: 1726966
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