Web Contact Center Senior Specialist

TIAA•Frisco, TX

10d•$19 - $24

About The Position

The Web Contact Center Senior Specialist provides systems and client support to customers through digital platforms. Under limited supervision, this job supports the resolution of non-routine and complex contact center issues. The Web Contact Center Senior Specialist is responsible for providing a positive customer experience and enhancing relationships between consumers and the company. Key Responsibilities and Duties Provides second tier inbound call support from for web application issues through unique understanding of web processes, TIAA products, and browser interfaces. Proven Customer Service skills. Provides First Call Resolution (FCR) by educating and assisting participants and consultants through trouble shooting steps, acting as the single point of contact for retirement accounts, brokerage, life insurance and Mutual Funds, using specialized applications; Splunk, LDAP, Yodlee Customer Care Tool, Saleforce and Dynatrace. Also support applications related to the web; Account Aggregation applications. Develops an understanding of the underlying data sources so as to accurately interpret the probable root cause. Provides subject matter expertise on the Secure and Public Web Site as well as the Mobile Application, supporting Retirement, Brokerage, Mutual Funds, Private Asset Management, and Insurance accounts on the MyTIAA website and TIAA Application. Identifies and escalates technical issues that need data corrections, operations requests or code changes to the Web Support Resolution Manager. Sets the proper expectation and timeframe for issue resolution on escalated web issues. Complies with internal regulatory and compliance requirements and internal/external audit requests. Identifies and documents best practices for maintaining accounts on the Secure and Public website. Maintains and updates Knowledge Exchange content for the Web Center landing page.

Requirements

High School Preferred
No Experience Required; 2+ Years Preferred
Proven Customer Service skills
Experience in technical support environment.
Experience with basic accounting skills
Excellent communication skills, including the ability to explain technical issues in user-friendly language to non-technical end users.
Solid understanding of basic computer functions, mobile, both MAC and Windows Operating Systems.
Adaptability
Collaboration
Communication
Conflict Management
Customer Engagement
Digital Savviness
Innovation
Inspires Others
Prioritizes Effectively
Resourcefulness

Responsibilities

Provides second tier inbound call support from for web application issues through unique understanding of web processes, TIAA products, and browser interfaces.
Provides First Call Resolution (FCR) by educating and assisting participants and consultants through trouble shooting steps, acting as the single point of contact for retirement accounts, brokerage, life insurance and Mutual Funds, using specialized applications; Splunk, LDAP, Yodlee Customer Care Tool, Saleforce and Dynatrace.
Develops an understanding of the underlying data sources so as to accurately interpret the probable root cause.
Provides subject matter expertise on the Secure and Public Web Site as well as the Mobile Application, supporting Retirement, Brokerage, Mutual Funds, Private Asset Management, and Insurance accounts on the MyTIAA website and TIAA Application.
Identifies and escalates technical issues that need data corrections, operations requests or code changes to the Web Support Resolution Manager.
Sets the proper expectation and timeframe for issue resolution on escalated web issues.
Complies with internal regulatory and compliance requirements and internal/external audit requests.
Identifies and documents best practices for maintaining accounts on the Secure and Public website.
Maintains and updates Knowledge Exchange content for the Web Center landing page.

Benefits

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being.

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