Institutional Consultant I

TIAA•Frisco, TX

2d•$26 - $37•Onsite

About The Position

The Institutional Consultant supports primary inbound and outbound call center operations for institutional plan sponsors and consultants using the Institutional Support Team (IST) service line. Under significant manager oversight and established procedures, the role assists with routine administrative and service inquiries related to plan design, investment education, Planfocus support, and plan compliance. The consultant documents and responds to inquiries while developing foundational knowledge to provide basic informational guidance on lifetime income solutions. The role builds foundational knowledge of Planfocus, institutional tools and resources, and relevant legal topics through training and guidance from senior team members. It provides routine administrative and service support to TIAA plan sponsors, consultants, payroll vendors, auditors, and legal counsel, and helps with plan functions, education, compliance-related topics, audit support, tax-filing inquiry routing, client outreach, and online-services troubleshooting. Complex, sensitive, or non-routine matters are escalated to senior staff or the appropriate team member.

Requirements

No prior work experience is required.
A university degree is preferred.

Responsibilities

Participate in training as a learner and developing contributor, building foundational knowledge of Planfocus, institutional tools and resources, and relevant legal topics.
Support projects and initiatives as directed to help achieve business goals and objectives.
Support plan sponsor and consultant interactions by following established procedures and scripts, assisting with routine inquiries about retirement plan design, pension regulation basics, and plan participation.
Provide basic administrative support to TIAA plan sponsors, consultants, payroll vendors, auditors, and legal counsel under close manager direction.
Follow defined processes to assist with routine daily plan functions and help communicate information about fiduciary responsibilities and newly issued regulations, escalating complex matters as appropriate.
Assist in educating plan sponsors on plan design and governance, compliance, audits, nondiscrimination testing, reporting, online services, and plan amendments using established materials and talking points.
Assist with routine legal and regulatory inquiries in the retirement industry, including Form 5500 filings, compliance questions, fiduciary and audit guidelines, plan reporting, and nondiscrimination testing; escalate non-routine matters to senior consultants.
Provide basic audit support and route retirement plan tax filing inquiries to appropriate team members.
Assist senior team members with contacting Primary Market clients following defined outreach procedures to support relationship-building activities.
Follow established troubleshooting steps to assist plan administrators with online services access and escalate unresolved issues to more senior staff.
Resolve routine customer issues under company policies and procedures, accurately document interactions, and promptly escalate sensitive or complex matters.