Institutional Consultant I

TIAA • Frisco, TX

16h • Onsite

About The Position

The Institutional Consultant supports inbound and outbound call center operations for institutional plan sponsors and consultants using the Institutional Support Team service line. Under significant manager oversight and established procedures, the role assists with routine administrative and service inquiries involving plan design, investment education, Planfocus support, and plan compliance. The position documents and responds to inquiries while developing foundational knowledge to provide basic informational guidance on lifetime income solutions.

The role participates in training and supports projects, plan sponsor and consultant interactions, administrative plan functions, basic education, audit support, routine online-service troubleshooting, and client outreach. It follows established scripts, processes, and company policies, accurately documents interactions, and escalates complex or sensitive matters to senior staff. The position works in a collaborative in-office environment.

Requirements

• No prior work experience is required.
• University degree preferred.
• Ability to follow established procedures and scripts, document customer interactions accurately, and escalate complex or sensitive matters appropriately.
• Physical requirement: sedentary work.

Nice To Haves

• University degree.

Responsibilities

• Participate in training programs and build foundational knowledge of Planfocus, institutional tools and resources, and relevant legal topics with guidance from senior team members.
• Support projects and initiatives as directed to help achieve business goals and objectives.
• Assist with plan sponsor and consultant inquiries about retirement plan design, pension regulation basics, and plan participation by following established procedures and scripts.
• Provide basic administrative support for TIAA plan sponsors, consultants, payroll vendors, auditors, and legal counsel under close manager direction.
• Follow defined processes for routine daily plan functions and help communicate 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 concerning Form 5500 filings, compliance, 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 client outreach following defined procedures to support relationship-building activities.
• Troubleshoot online-services access for plan administrators using established steps and escalate unresolved issues.
• Resolve routine customer issues according to company policies and procedures, document interactions accurately, and promptly escalate sensitive or complex matters.

Benefits

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

What This Job Offers

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