Client Retention Manager

About the role

Responsible for leading a team of Retention Consultants who work with clients who have indicated intent to transfer funds from TIAA, for purposes other than income, and reactively engage clients with advisory services through triage of business partner referrals. The Retention Consultant team works with clients to resolve their questions, educate regarding investment and income options, facilitate transfers, and position TIAA planning and solutions when appropriate.

Key Responsibilities and Duties

• Oversight for Compliance of Supervisory Policies/Procedures and teams
• Adherence to FINRA, SEC and state Insurance Department regulations.
• Oversight, coaching, development, performance management, and other supervisory tasks of a team of licensed and registered Retention Consultants.
• Ensure team's quality interactions with existing and prospective clients.
• Responsibility for Retention Consultant's accuracy of information and advice through regular and consistent review of call reviews, 1:1's, training, and team meetings.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 5+ Years Required; 7+ Years Preferred

FINRA Registrations

• SRC Indicator: Series 7; Series 24

Licenses and Certifications

• Life and Health Insurance License (Resident State) - Multiple Issuers preferred

Physical Requirements

• Physical Requirements: Sedentary Work

• Career Level
• 8PL

Required Skills

• Proficiency in TIAA and CREF investment products, including retirement plan options and asset allocation principles, with the ability to coach team members on these offerings and their key features.
• Working knowledge of the Retention Client Engagement Model, with demonstrated ability to apply its framework to build client relationships and drive retention outcomes.
• Proven coaching and training ability, with experience developing team members, delivering training programs, and improving performance through feedback and mentorship.
• Demonstrated performance analyzing skills, including evaluating retention metrics, identifying trends and root causes, and translating findings into actionable recommendations
• Proven presentation skills to upper management, with experience synthesizing complex data into clear, concise briefings that support strategic decision-making.

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, TIAA Products/Services Acumen, Wealth Management

Pay and benefits

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).

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.