MMS Rollover Specialist

Customer Service Specialist II

The Customer Service Specialist II is responsible for handling questions, comments, and complaints regarding the company's products or services. Under supervision, this job is the first line of support to resolve routine customer issues. The Customer Service Specialist II is responsible for providing a positive customer experience and enhancing relationships between customers and the company.

Key Responsibilities And Duties

• Answers inbound customer service calls, completes customer requests, and/or resolves customer issues.
• Responds to a high volume of lower complexity requests (e.g., general product and pricing information, billing issues, requests to move money between accounts, etc.).
• Provides responses to customer inquiries based on pre-determined scripts and other response guidance tools.
• Refers customers to published materials, secondary sources, or more senior staff when necessary.
• Documents customer feedback and complaints.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 3 Years Required; 5 Years Preferred

FINRA Registrations

• SRC Indicator: Series 6 or 7; Series 63

Licenses And Certifications

• Life and Health Insurance License (Resident State)

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level 6IC

This role is on the Money Movement Specialist Rollover Team

Excellent time management and written communication skills

Works closely with clients and alternate carriers to create a seamless rollover experience

Answers inbound calls, resolving issues ranging from lower complexity inquiries to higher complexity transactions

Provides outstanding customer service, establishing rapport and guiding customers through their inquiries

Responds to customer inquiries using pre-determined scripts and resources, escalating to senior staff when necessary

Maintains records of all customer interactions, including complaints and actions taken, and reports to upper management

Licensed professional with significant knowledge of TIAA's products and services, enhancing relationships between clients and the company

Related Skills: Adaptability, Automation, Communication, Continuous Improvement Mindset, Critical Thinking, Customer Engagement, Digital Savviness, Problem Solving, TIAA Products/Services Acumen

Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today we're a market-leading retirement company fueled by world-class asset management. But we're not just another legacy financial services firm. We're fighting harder than ever before for our clients and the many Americans who need us.

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 Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.