Client Solutions Specialist II

The Client Solution Specialist II is responsible for providing outstanding customer service to TIAA customers. This job answers inbound customer phone calls and works directly with customers to resolve their inquiries/issues. Under moderate supervision, this job strengthens existing customer relationships and assists with the prospecting of new business opportunities.

Primary Characteristics

The purpose of this position is to service, inform, and assist TIAA, FSB clients while providing an exceptional client experience.

Essential Functions

• Maintain high quality service to all clients by answering inbound product and service questions and referrals for related products and services and being courteous and responsive to all clients' needs while maintaining ownership and one call resolution.
• Managing bank operations by handling account openings, money movement such as wire, zelle, CD maturity, bill pay, account maintenance, and web support.
• Maintain client records by verifying and updating account information.
• Resolve product or service problems in a timely manner by listening, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting the solution and following up with the client.
• Maintain bank operations by following established policies and procedures and reporting needed changes while complying with federal, state, and local banking regulations.
• Support Continuous Improvement by identifying non-urgent or urgent call trends, observations, or common issues; Participates in technology, testing, or projects.
• Protect the organization by following risk management protocols and adhering to regulatory requirements.
• Complete all duties as assigned.

Knowledge, Skills and Abilities Requirements

• Basic math, clerical, and typing skills.
• Full knowledge in the use of a personal computer.
• Ability to handle multiple tasks while maintaining a high level of service.
• Effective verbal and written communication skills; capable of tailoring communication to each unique situation.
• Active listener that can ask necessary questions to clarify any ambiguity.
• Demonstrates proficient product knowledge and schedule adherence.
• Consistently meets call center KPI's and quality standards.
• Thorough knowledge of all TIAA, FSB product and service offerings with a focus on how each product fulfills client needs and how to position the benefits of each product to clients.
• Ability to develop and strengthen partnerships throughout the company, share knowledge, and collaborate to solve problems.
• Ability to identify and offer products and services as an extension of client service and a way to solve clients' problems.
• Proactively seeks to increase client satisfaction and solutions to retain clients.

Training and Experience

• High school diploma or equivalent required; College degree preferred.
• One year or more experience in a client service or call center environment.
• Banking servicing experience preferred.

Educational Requirements

• High School Preferred

Work Experience

• No Experience Required; 2 Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level

3IC

• 1 or more year of experience in a client service or call center environment preferred.
• Banking servicing experience preferred.
• Hybrid work model.

Base Pay Range: $14.33/hr. - $23.89/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).

Company Overview

TIAA Bank, a division of TIAA, FSB, provides nationwide banking services to consumer and commercial clients through a variety of channels, including online and mobile applications, as well as its Florida-based financial centers.

TIAA has entered into a definitive agreement to sell TIAA Bank to new investors with extensive experience in financial services, as part of the company's strategy to refocus on its core retirement business and Nuveen, the company's asset manager. When the transaction is complete, in 2023, TIAA will retain a non-controlling stake in the bank, demonstrating the company's confidence in the bank's future success.

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/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Read more about the Equal Opportunity Law here.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: [email protected]

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