MMS Rollover Specialist

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.

• 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.

• University (Degree) Preferred

• 3 Years Required; 5 Years Preferred

• SRC Indicator:
  Series 6 or 7;
  Series 63

• Life and Health Insurance License (Resident State)

• Physical Requirements:
  
  Sedentary Work

6IC

• 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

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

$26.01/hr - $35.62/hr

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).

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 weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values:
Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We…