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Job Information

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.

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 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

Equal Employment Opportunity is not just the law, it’s our commitment. Read more about the.

If you need assistance applying due to being visually or hearing impaired, please email.

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.

Additional Information

  • Requisition ID: 1720405

Field: Mortgage & Commercial Lending

Company: TIAA Bank

Post Date: Jul 09, 2019

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