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MD, Customer Care

  • ... Posted on: Feb 01, 2024
  • ... TIAA
  • ... Charlotte, Navarra
  • ... Salary: Not Available
  • ... Full-time
Save this job

Point Apply Here

MD, Customer Care   

Job Title :

MD, Customer Care

Job Type :

Full-time

Job Location :

Charlotte Navarra United States

Remote :

No

Jobcon Logo Job Description :

The OCS Customer Care job is responsible for oversight of execution of retirement account activity including maintaining customer information, transaction execution, clearing and settlement of transactions, updating balances, performing reporting and other administrative activities. This job leads and develops teams of people leaders and individual contributors responsible for transactional research and corrections, implementation support, recordkeeping adjustments, plan distributions and associated calculations related to retirement plan recordkeeping.

Key Responsibilities and Duties
  • Oversees team which resolves complex issues related to retirement plan transactions.
  • Provides direction and guidance on operational processes to maximize operational effectiveness and efficiency while adhering to Sarbanes-Oxley Act of 2002 (SOX), SSAE16 and ERISA regulatory controls and standards.
  • Identifies gaps in service delivery and makes recommendations to management to improve the ease of doing business, streamline processes, reduce expenses, increase employee engagement and ensure appropriate compliance and internal controls.
  • Assists in the identification of compliance issues in qualified retirement plans, may oversee the calculation of corrections with respect to submissions for the Internal Revenue Service and Department Of Labor correction programs.
  • Monitors competitors and peer organizations to stay abreast of emerging trends in the segment marketing industry and uses this information to secure the competitive position of the organization.
  • Manages performance of direct reports through regular, timely feedback as well as the formal performance review process to ensure delivery of Retirement Plan Operations objectives and engagement, motivation and development of the team.
Educational Requirements
  • University (Degree) Preferred
Work Experience
  • 8+ Years Required; 10+ Years Preferred
FINRA Registrations
  • SRC Indicator: Series 6 or 7; Series 63; Series 26 or 24
Licenses and Certifications
  • Life and Health Insurance License (Resident State) - Multiple Issuers preferred
Physical Requirements
  • Physical Requirements: Sedentary Work

Career Level
10PL

Required Skills:
  • 8 or more years of experience within financial services.
  • 5 or more years of experience with complaint management.
  • Ability to build relationships with critical stakeholders across investments, trading, and operations.
  • Possess subject matter expertise of products and how they are operationally supported.
  • Possess basic working knowledge of the lifecycle of various securities and an understanding of how the different areas of investment operations work together.
  • Demonstrated ability to take initiative and critically analyze and resolve issues that arise within their operational function.
  • Ability to handle and deescalate complex service issues.
  • Ability to build relationships with Compliance, Risk and Legal.
Preferred Skills:
  • 10 or more years of experience within investments and/or operations.
  • Strong problem-solving skills and intellectual curiosity, with genuine interest in investments.
  • Solid verbal and written communication skills, with emphasis on client service and follow through.
  • Strong knowledge of investment products, asset management industry, and markets.
  • Expert knowledge or familiarity with systems and institutions.
  • Working knowledge of regulatory requirements.
  • Direct people management experience.
Related Skills
Adaptability, Communication, Continuous Improvement Mindset, Customer Engagement, Data Analysis, Data-Based Decision Making, Detail-Oriented, Financial Risk Management, Relationship Management, Technology Systems, TIAA Products/Services Acumen, Transaction Processing
Anticipated Posting End Date:
2024-02-06
Base Pay Range: $123,800/yr. - $175,000/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).
_____________________________________________________________________________________________________
Company Overview
TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.
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. Thats 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/Affirmative Action Employer. We 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 protected status.
Read more about the Equal Opportunity Law
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: (800) 842-2755
Email:
accessibility.support@tiaa.org
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
.
For Applicants of Nuveen residing in Europe and APAC, please click
here
.
For Applicants of Greenwood residing in Brazil (English), click
here
.
For Applicants of Greenwood residing in Brazil (Portuguese), click
here
.
For Applicants of Westchester residing in Brazil (English), click
here
.
For Applicants of Westchester residing in Brazil (Portuguese), click
here
.

Jobcon Logo Position Details

Posted:

Feb 01, 2024

Employment:

Full-time

Salary:

Not Available

Snaprecruit ID:

S-1707126066-4cee650765d394fc8207e4dfe1a64862

City:

Charlotte

Job Origin:

jpick2

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The OCS Customer Care job is responsible for oversight of execution of retirement account activity including maintaining customer information, transaction execution, clearing and settlement of transactions, updating balances, performing reporting and other administrative activities. This job leads and develops teams of people leaders and individual contributors responsible for transactional research and corrections, implementation support, recordkeeping adjustments, plan distributions and associated calculations related to retirement plan recordkeeping.

Key Responsibilities and Duties
  • Oversees team which resolves complex issues related to retirement plan transactions.
  • Provides direction and guidance on operational processes to maximize operational effectiveness and efficiency while adhering to Sarbanes-Oxley Act of 2002 (SOX), SSAE16 and ERISA regulatory controls and standards.
  • Identifies gaps in service delivery and makes recommendations to management to improve the ease of doing business, streamline processes, reduce expenses, increase employee engagement and ensure appropriate compliance and internal controls.
  • Assists in the identification of compliance issues in qualified retirement plans, may oversee the calculation of corrections with respect to submissions for the Internal Revenue Service and Department Of Labor correction programs.
  • Monitors competitors and peer organizations to stay abreast of emerging trends in the segment marketing industry and uses this information to secure the competitive position of the organization.
  • Manages performance of direct reports through regular, timely feedback as well as the formal performance review process to ensure delivery of Retirement Plan Operations objectives and engagement, motivation and development of the team.
Educational Requirements
  • University (Degree) Preferred
Work Experience
  • 8+ Years Required; 10+ Years Preferred
FINRA Registrations
  • SRC Indicator: Series 6 or 7; Series 63; Series 26 or 24
Licenses and Certifications
  • Life and Health Insurance License (Resident State) - Multiple Issuers preferred
Physical Requirements
  • Physical Requirements: Sedentary Work

Career Level
10PL

Required Skills:
  • 8 or more years of experience within financial services.
  • 5 or more years of experience with complaint management.
  • Ability to build relationships with critical stakeholders across investments, trading, and operations.
  • Possess subject matter expertise of products and how they are operationally supported.
  • Possess basic working knowledge of the lifecycle of various securities and an understanding of how the different areas of investment operations work together.
  • Demonstrated ability to take initiative and critically analyze and resolve issues that arise within their operational function.
  • Ability to handle and deescalate complex service issues.
  • Ability to build relationships with Compliance, Risk and Legal.
Preferred Skills:
  • 10 or more years of experience within investments and/or operations.
  • Strong problem-solving skills and intellectual curiosity, with genuine interest in investments.
  • Solid verbal and written communication skills, with emphasis on client service and follow through.
  • Strong knowledge of investment products, asset management industry, and markets.
  • Expert knowledge or familiarity with systems and institutions.
  • Working knowledge of regulatory requirements.
  • Direct people management experience.
Related Skills
Adaptability, Communication, Continuous Improvement Mindset, Customer Engagement, Data Analysis, Data-Based Decision Making, Detail-Oriented, Financial Risk Management, Relationship Management, Technology Systems, TIAA Products/Services Acumen, Transaction Processing
Anticipated Posting End Date:
2024-02-06
Base Pay Range: $123,800/yr. - $175,000/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).
_____________________________________________________________________________________________________
Company Overview
TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.
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. Thats 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/Affirmative Action Employer. We 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 protected status.
Read more about the Equal Opportunity Law
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: (800) 842-2755
Email:
accessibility.support@tiaa.org
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
.
For Applicants of Nuveen residing in Europe and APAC, please click
here
.
For Applicants of Greenwood residing in Brazil (English), click
here
.
For Applicants of Greenwood residing in Brazil (Portuguese), click
here
.
For Applicants of Westchester residing in Brazil (English), click
here
.
For Applicants of Westchester residing in Brazil (Portuguese), click
here
.

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