TIAA Individual Consultant, Web Support in DALLAS, Texas
As long as there are people who make the world a better place, we'll keep making a difference for them. Since 1918, it has been TIAA's mission to serve those who serve others. It is this mission and the values we embrace that make us a different kind of financial services organization.
When you work here at TIAA, you're not just in it for yourself. You are part of something bigger. A collective mission to make a difference - a collective mission we make our own.
To be difference makers.
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Web Support Consultants are primarily responsible for delivering a high quality customer experience that is consistent with company values. This customer experience includes supporting internal and external clients by identifying and resolving web related issues and providing education and communication to our institutional and individual customers and/ or their representatives. Web Support Consultants have expert knowledge of the MyTC web site, the interfacing applications, the functionality of different products, the process and procedures around delivering first call resolution through effective web troubleshooting techniques.
KEY RESPONSIBILITIES AND DUTIES:
Provides second tier inbound call support fromfor web application issues through unique understanding of web processes, TIAA products,and browser interfaces.
Provides First Call Resolution (FCR) byeducating and assisting participants and consultants through trouble shootingsteps, 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, and RSA Case Manager.
Also support applications related to the web;Quicken and 360 View, Account Aggregators.
Develops an understanding of the underlying datasources so as to accurately interpret the probable root cause.
Provides subject matter expertise on the Secureand Public Web Site, supporting Retirement, Brokerage, Mutual Funds, Insurance,and Private Asset Management accounts on the web.
Identifies and escalates technical issues that needdata corrections or code changes to the Senior Web Support Consultant
Preferred Education: BA/BS or equivalent work experience
Required Experience: 1-3 years
Customer Service Experience
Preferred Experience: 1-3 years
Knowledge of web processing rules and functionality
Knowledge of all web browser functionality and browser settings that impact web functionality and the interface with the TIAA secure web site, as well as any applications that interface with each browser,
Initiate work-groups as necessary to resolve more complex issues.
Skills and Abilities:
MS Office computer skill
Problem solving and troubleshooting skill
Timeliness and Punctuality
Phone Etiquette skill
Verbal and written communication skill
Ability to work in a fast-paced, multi-taskingenvironment
Ability to adhere to a structured schedule withrequired overtime
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We are an Equal Opportunity/Affirmative Action Employer. We will consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.
- Requisition ID: 1725677
Post Date: 4 days ago