Casework Consultant

TIAA • Charlotte, NC

5d • Onsite

About The Position

The Individual Consultant, Counseling Services (Case Work Consultant) responds to customer inquiries and requests through email, written correspondence, and inbound and outbound phone calls. The consultant interacts with and provides education and counseling to participants, prospects, new entrants, beneficiaries, and representatives concerning pre-tax and after-tax investment and retirement products and services. Counseling Services Consultants answer inquiries, resolve casework issues, and respond to competitive tactics through written and telephone communication.

The role requires expertise in managing and completing casework in a timely manner, researching and documenting recurring problems and questions, and using appropriate writing styles and documentation—including standard templates—to communicate with clients. The consultant also works with the NCC and other business units to help business partners use self-service where appropriate.

Requirements

• At least 2 years of experience in financial services.
• Experience with TIAA products and services.
• At least 2 years of required work experience.

Nice To Haves

• University degree preferred.
• 3 or more years of work experience preferred.

Responsibilities

• Manage and complete casework in a timely manner.
• Research and document recurring problems and questions.
• Use appropriate writing styles and written documentation, created from scratch or based on standard templates, to communicate with clients.
• Work with the NCC and other business units to help business partners use self-service where appropriate.
• Respond to customer inquiries and requests by email, written correspondence, and inbound and outbound phone calls.
• Educate and counsel participants, prospects, new entrants, beneficiaries, and representatives about pre-tax and after-tax investment and retirement products and services.
• Answer inquiries, resolve casework issues, and counter competitive tactics through written and telephone communication.

Benefits

• Superior retirement program.
• Competitive health, wellness, and work-life offerings.
• The compensation package may include participation in a performance-linked incentive program, depending on the role.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level