MMS Rollover Specialist

About the role

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

Responsibilities

• 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.

Requirements

• 3 years of work experience required; 5 years preferred.
• FINRA registrations: Series 6 or 7; Series 63.
• Life and Health Insurance License (Resident State).
• Sedentary work environment.

Qualifications

• Demonstrated ability to excel in a fast-paced, multi-functional, dynamic, client-centric work environment.
• Ability to multitask in a high-intensity environment while managing time and casework simultaneously.
• Proven organizational and analytical skills with high attention to detail.
• Excellent verbal and written communication skills.
• Bachelor’s degree preferred.

Skills

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

Pay

Base Pay Range: $26.01/hr - $35.62/hr. Actual base salary may vary based on relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. The competitive compensation package may also include participation in an incentive program linked to performance.

About the company

For more than 100 years, TIAA has delivered secure retirement solutions for millions of people. Founded to help educators retire with dignity, today TIAA is a market-leading retirement company with world-class asset management. The company is committed to fighting for a more secure financial future for all Americans and evolving to meet tomorrow’s challenges.

TIAA’s culture is guided by values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. The workplace fosters collaboration, innovation, and meaningful impact, offering associates opportunities for growth through learning experiences and development pathways.

Benefits

The organization offers a comprehensive Total Rewards package designed to support the well-being of associates and their loved ones. Benefits include:

• A superior retirement program.
• Highly competitive health, wellness, and work-life offerings to support physical, emotional, and financial well-being.