Web Contact Center Senior Specialist

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.

Educational Requirements

Work Experience

FINRA Registrations

Physical Requirements

Career Level

3IC

Preferred Skills :

Company Overview

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values : Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways-because when our people succeed, our impact on clients' lives grows stronger.

Benefits and Total Rewards

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.

To learn more about your benefits, please review our Benefits Summary .

Equal Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

See our full Equal Employment Opportunity & Non-Discrimination statement below. You can read more about your rights and view government notices here .

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application, please use one of the below options to contact our accessibility support team :

Phone : (800) 842-2755

Email : accessibility.support@tiaa.org

Drug and Smoking Policy

TIAA maintains a drug-free and smoke / free workplace. Please see our Drug-Free and Smoke-Free Policy to learn more.

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here .

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here .

For Applicants of TIAA Global Capabilities, click here .

For Applicants of Nuveen residing in Europe and APAC, please click here .

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Read more about your rights and view government notices here .