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Customer Resolution Manager

Denver, CO

Customer Resolution Manager
The Customer Resolution Manager is responsible for tracking and analyzing questions, comments, and complaints regarding the company's products or services to improve the performance of the Customer Service department.. Through effective monitoring, this job supports the management of the first lines of support for difficult and sometimes complex problem resolution. Under limited supervision, the Customer Resolution Manager ensures that all specialists provide positive customer experience and enhance relationships between consumers and the company.

Key Responsibilities and Duties

  • Analyzes customer complaints to determine validity, risk, and cause of the complaint.

  • Audits consultant phone calls, documentation, and interaction records to assure firm’s compliance to industry regulations and standards.

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  • Collaborates with variety of departments including legal, payment operations, IT, and contract maintenance to correct and restore client account to proper status.

  • Ensures that all complaints and corrections have been properly documented for FINRA review.

  • Generates error reports to track the source of the error and the affected budget.

  • Alerts management of errors caused by team members or processes and offers suggestions and solutions to prevent future errors.
  • Qualifications
    • 3 Years Required; 5 Years Preferred
    • University (Degree), Preferred
    FINRA Registrations
    • SRC Indicator: Series 6 or 7; Series 63
    Physical Requirements
    • Physical Requirements: Sedentary Work

    Career Level

    • Strong listening skills a plus. Ability to manage sensitive client interactions regaining client confidence to solve complex problems.

    • Proficient with TIAA internal systems and practicespreferred.

    • Strong verbal and written/documentation skills .

    • Work closely with internal business partners and key members of the organization. 

    Potential Salary: $69,250.00 USD

    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.

    COVID-19 Vaccination

    TIAA requires all U.S. employees to be fully vaccinated against COVID-19 and provide documentation of full vaccination, unless you qualify for an accommodation as determined by TIAA consistent with applicable law.

    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/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


    Privacy Notices

    For residents of California, please click here to access the TIAA CA Applicant Privacy Notice.

    For residents of the EU / UK, please click here to access the EU / UK Pre-employment Notice.

    For all other residents, click here to access the Applicant Privacy Notice.

    Job ID: 08b7987994fd2c8af19368198277f6b01a4250a0a24095f62bf27d6c9f820539
    Employment Type: Other