MMS Rollover Specialist
About The Position
The MMS Rollover Specialist is responsible for handling questions, comments, and complaints regarding the company's products or services. This role is the first line of support to resolve routine customer issues and is responsible for providing a positive customer experience and enhancing relationships between customers and the company. This role is on the Money Movement Specialist Rollover Team and works closely with clients and alternate carriers to create a seamless rollover experience. The specialist answers inbound calls, resolving issues ranging from lower complexity inquiries to higher complexity transactions, and provides outstanding customer service, establishing rapport and guiding customers through their inquiries. They respond to customer inquiries using pre-determined scripts and resources, escalating to senior staff when necessary, and maintain records of all customer interactions, including complaints and actions taken, reporting to upper management. The role requires a licensed professional with significant knowledge of TIAA's products and services.
Requirements
- 3 Years Required
- SRC Indicator: Series 6 or 7; Series 63
- Life and Health Insurance License (Resident State)
- Excellent time management and written communication skills
- Licensed professional with significant knowledge of TIAA's products and services
Nice To Haves
- University (Degree) Preferred
- 5 Years Preferred
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.
- Answers inbound calls, resolving issues ranging from lower complexity inquiries to higher complexity transactions.
- Provides outstanding customer service, establishing rapport and guiding customers through their inquiries.
- Responds to customer inquiries using pre-determined scripts and resources, escalating to senior staff when necessary.
- Maintains records of all customer interactions, including complaints and actions taken, and reports to upper management.
Benefits
- superior retirement program
- highly competitive health, wellness and work life offerings
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
