MMS Rollover Specialist

TIAA • Charlotte, NC

23h • Onsite

About The Position

The MMS Rollover Specialist works on the Money Movement Specialist Rollover Team and handles customer questions, comments, and complaints about company products and services. The role provides first-line support, resolves customer issues, and helps create a seamless rollover experience by working closely with clients and alternate carriers. It handles inbound calls and customer requests that range from routine inquiries to higher-complexity transactions, while providing a positive customer experience and strengthening client relationships.

The specialist responds to inquiries using established scripts and resources, directs customers to relevant materials or more senior staff when appropriate, documents customer feedback and interactions, and reports complaints and actions taken to upper management. This is a licensed professional role requiring significant knowledge of TIAA products and services.

Requirements

• Three years of work experience required.
• Series 6 or Series 7 and Series 63 FINRA registrations.
• Life and Health Insurance License in the resident state.
• Excellent time-management skills.
• Excellent written communication skills.
• Significant knowledge of TIAA products and services.

Nice To Haves

• University degree preferred.
• Five years of work experience preferred.

Responsibilities

• Answer inbound customer service calls and complete customer requests or resolve issues.
• Respond to a high volume of lower-complexity inquiries, including product and pricing information, billing issues, and requests to move money between accounts.
• Handle issues ranging from routine inquiries to higher-complexity transactions.
• Use predetermined scripts and resources to respond to customer inquiries; refer or escalate customers to published materials, secondary sources, or senior staff when necessary.
• Provide outstanding customer service, establish rapport, and guide customers through their inquiries.
• Work closely with clients and alternate carriers to create a seamless rollover experience.
• Maintain records of customer interactions, feedback, complaints, and actions taken.
• Report customer complaints and actions taken to upper management.
• Use knowledge of TIAA products and services to enhance relationships between clients and the company.

Benefits

• Superior retirement program.
• Health offerings.
• Wellness offerings.
• Work-life offerings.
• Compensation 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