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Client Outreach Retention Consultant
- Type:
- Full Time
- Location(s):
- Frisco, TX 75034, United States
- 3965 Dallas Parkway, Frisco, TX 75034, United States
- Date Posted:
- Salary:
- Base Pay Range: $55,500/yr - $85,000/yr
- Job Posting End Date:
- 2025-05-12-07:00
- Job ID:
- R250300122
Client Outreach Retention Consultant
The 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 job works in partnership 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 your initial period of employment, you will receive training on TIAA's products and the role will be non-exempt – meaning you will be paid on an hourly basis and eligible for overtime pay. After the training period has concluded, based on the client-facing duties of the position, the role will be exempt and you will be paid on a salaried basis at the same rate (i.e., your weekly salary will be equal to your hourly rate multiplied by 40) and you will no longer be eligible for overtime pay.
Key Responsibilities and Duties
Career Level
6IC
The 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 job works in partnership 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 your initial period of employment, you will receive training on TIAA's products and the role will be non-exempt – meaning you will be paid on an hourly basis and eligible for overtime pay. After the training period has concluded, based on the client-facing duties of the position, the role will be exempt and you will be paid on a salaried basis at the same rate (i.e., your weekly salary will be equal to your hourly rate multiplied by 40) and you will no longer be eligible for overtime pay.
Key Responsibilities and Duties
- Addresses client questions, assesses the client's financial needs, educates on relevant product benefits and provides appropriate solutions while advocating for the organization's products and services.
- Receives inbound call transfers from the NCC of clients that are at risk of leaving and/or clients interested in learning more about and engaging with the organization's advisory services.
- Performs outreach calls to identified retention clients while adhering to stated service level agreements.
- Refers clients to the most appropriate advised solution based on client complexity and need for engagement, advice and retention.
- Communicates and educates internal business partners on process updates and cross training.
- Participates in proactive outreach campaigns and/or pilot programs, as necessary.
- University (Degree) Preferred
- 2+ Years Required; 3+ Years Preferred
- SRC Indicator: Series 6 or 7; Series 63
- Life and Health Insurance License (National) - Multiple Issuers required within 120 Days
- Physical Requirements: Sedentary Work
Career Level
6IC
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