TIAA Client Solution Specialist II in LEWISVILLE, Texas
As a part of TIAA’s Retail & Institutional Financial Services business, TIAA Bank, a division of TIAA, FSB, provides full-service, nationwide banking and lending services to consumer, commercial and institutional clients through a variety of channels, including online, its Florida-based financial centers and at other business offices throughout the country.
The purpose of this position is to service, inform, and assist TIAA, FSB clients while providing an exceptional client experience.
Maintain quality service to all clients by answering product and service questions, cross-selling related products and services, and being courteous and responsive to all clients' needs
Handle specialty calls such as HELOC, SCRA, credit bureau, and/or Infinity Banking
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
Contribute to team effort by answering client phone calls in a timely manner
Take ownership in problem resolution
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 in order to clarify any ambiguity
Demonstrates proficient product knowledge and schedule adherence
Consistently meets call time, cross sell, 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
Extensive knowledge of the TIAA, FSB organizational structure, client service channels (online and telephone), and product delivery channels to effectively refer and advise clients
Ability to develop and strengthen partnerships throughout the company, share knowledge, and collaborate to solve problems
Ability to offer products 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
Three (3) years or more experience in a client service or call center environment
Banking or mortgage servicing experience preferred
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We are an Equal Opportunity/Affirmative Action Employer. We will 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 legally protected status.
- Requisition ID: 1720405
Field: Mortgage & Commercial Lending
Company: TIAA Bank
Post Date: Jul 09, 2019
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