Client Outreach/Retention Consultant

Overview

Client Outreach Retention Consultant works with clients who have indicated intent to transfer funds from the organization for purposes other than income. Under general supervision, this role partners with the organization’s National Contact Center (NCC) and advisory business partners and is responsible for resolving client questions, educating clients regarding investment options and requirements, facilitating transfers, and positioning the organization’s solutions when appropriate. During the initial period of employment, the role is non-exempt and paid hourly with overtime eligibility. After training, the role may be exempt and paid on a salaried basis at the same rate, with weekly salary equivalent to 40 hours and overtime eligibility removed.

Responsibilities

• Address client questions, assess the client’s financial needs, educate on relevant product benefits, and provide appropriate solutions while advocating for the organization’s products and services.
• Receive inbound call transfers from the NCC of clients at risk of leaving or clients seeking information about advisory services.
• Perform outreach calls to identified retention clients while adhering to stated service level agreements.
• Refer clients to the most appropriate advised solution based on client complexity and need for engagement, advice, and retention.
• Communicate and educate internal business partners on process updates and cross-training.
• Participate in proactive outreach campaigns and/or pilot programs as necessary.

Qualifications

• Educational Requirements: University degree preferred.
• Work Experience: 2+ years required; 3+ years preferred.
• FINRA Registrations: Series 6 or 7; Series 63.
• Licenses and Certifications: Life and Health Insurance License (National) with multiple issuers required within 120 days.
• Physical Requirements: Sedentary work.

Career Level

6IC

Related Skills

Business Development, Client Relationship Management, Collaboration, Consultative Communication, Continuous Improvement Mindset, Due Diligence, Practice Management Strategy, Prioritizes Effectively, Quantitative Analysis, Retirement Planning Selling, Sales, PIA Products/Services Acumen, Wealth Management

Anticipated Posting End Date

Compensation

Base Pay Range: $71,800/yr - $77,000/yr. Actual base salary may vary based on experience, time in role, internal peers, performance, business sector, and geography. The compensation package may include participation in incentive programs linked to performance (e.g., annual discretionary incentives, sales incentive plans, or other non-annual incentives).

Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. We are a market-leading retirement company driven by asset management and a commitment to clients. We collaborate across teams to create meaningful impact and opportunities for growth.

Benefits and Total Rewards

The organization offers a comprehensive Total Rewards package designed to support financial well-being and well-being in life. Benefits include a robust retirement program and competitive health, wellness, and work-life offerings. To learn more about benefits, review the Benefits Summary.

Equal Opportunity

We are an Equal Opportunity Employer. We do not discriminate on age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status. Our full EEO and Non-Discrimination statement is available on the careers page and government notices are accessible here.

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