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TIAA Client Experience Coach in LEWISVILLE, Texas

As a part of TIAA’s Financial Solutions business, TIAA Bank, a division of TIAA, FSB, provides full-service, nationwide banking and lending services to consumer, commercial and institutional clients through a variety of channels, including online, its Florida-based financial centers and at other business offices throughout the country.

Primary Characteristics

Manages a call center unit providing TIAA, FSB customers with an exceptional customer experience. The Experience Coach is responsible for meeting service metrics for an assigned unit, directing and overseeing the unit’s operations, ensuring compliance with procedures and regulations, and developing associates for high performance.

Essential Functions

  • Coach call center team to provide an exceptional customer experience and ensure compliance with relevant procedures and regulations

  • Motivate associates to identify and assist in executing on sales opportunities

  • Coach associates to recognize and appropriately respond to retention opportunities

  • Manage call center team through training and developing individual personal growth opportunities

  • Maintain a safe work environment

  • Provide feedback with team members in routine and on-going performance discussions

  • Establish and deepen customer confidence and protects bank operations

  • Maintain quality service by analyzing, designing, and enforcing policies and procedures

  • Provide team and individual goal setting, performance management, and annual evaluations for call center unit

  • Maintain bank operations by following established policies and procedures, report needed changes, and comply with federal, state, and local banking regulations. Knowledge of banking laws, rules and regulations

  • Answer questions and provide guidance for team members

  • Ensure that all escalated issues are handled properly and are resolved in a timely manner

  • Identify and react accordingly to minimize risk and any potential for a bank loss

  • Act as a liaison with other departments (Legal, Training, etc.) to research, consolidate, and disseminate information

  • Responsible for unit’s performance and attainment of performance metrics

  • Lead strategic planning for the call center

  • Responsible for budgeting and budget adherence

Knowledge, Skills, and Abilities Requirements

  • Strong, proven leadership ability including coaching, training, and team-building

  • Effective verbal and written communication skills; capable of tailoring communication to each unique situation

  • Active listener and good with probing to clarify any ambiguity

  • Familiarity with compensation structures and pay for performance concepts

  • Excellent interpersonal skills with ability to build consensus

  • Demonstrates patience, composure, and a client service attitude

  • Good research and investigative techniques

  • Excellent problem resolution and negotiation skills

  • Self-starter

  • Strong ability to identify cross-sell, up-sell, and referral opportunities

  • Full knowledge in the use of a personal computer including extensive knowledge of Microsoft Word and Excel

  • Innate ability to balance the customer and corporate needs through the use of artful discernment

  • Comprehend and empathize with client needs and devote sufficient time to all requests to ensure a thorough and effective resolution

  • Ability to handle multiple tasks while maintaining a high level of service

  • Ability to understand and retain product and service knowledge

  • High level of forethought, discretion, and decision making within level of authority

  • Strong ability to be innovative in solving customer service concerns and meeting client needs

  • Strong ability to identify process improvement opportunities and present solutions

  • High level of service and sales acumen

  • Interviewing skills helpful

Training and Experience

  • Five years or more experience in a banking customer service environment

  • Three years as a customer service lead in a call center environment

  • Bachelor degree preferred; high school diploma or equivalent required

  • Experience in management/supervisory training programs required

  • Prior call center training experience preferred

Equal Employment Opportunity is not just the law, it’s our commitment. Read more about the.

If you need assistance applying due to being visually or hearing impaired, please email.

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.

Additional Information

  • Requisition ID: 1720416

Company: TIAA Bank

Post Date: Nov 14, 2019