Bank Customer Service Representative - Full-time / Part-time

COMPANY OVERVIEW:

Since 1918, it has been TIAA's mission to serve, our ability to perform and the values we embrace that make us a different kind of financial services organization. We're dedicated to serving the financial needs of those in the academic, medical, cultural, governmental and research fields, and committed to helping make lifetime financial well-being possible for them.

By building a culture that allows all employees to contribute their unique talents and skills, we're able to provide our customers with fresh ideas and distinct perspectives to help them achieve their goals. We believe a diverse and inclusive workforce is one of our greatest strengths and a key measure of our success*.

For more information about TIAA, visit our website .

POSITION SUMMARY:

KEY RESPONSIBILITIES AND DUTIES:

• 60% of their time will be spent on providing superior client service for our deposit bank products:
  • Take 100% ownership in resolving all client service requests, questions and service issues
  • Proactively educate clients on all aspects of the service we provide and the benefits of their existing bank products - including digital service offerings (remote check deposit, bill pay, direct deposit, mobile banking app, etc.)
  • When needed, agent will connect with additional team members to resolve more complex service issues but will serve as the single point of contact for our clients
  • Exceed all client experience goals (measured through external surveys)
  • Meet and exceed all compliance and regulatory requirements
• 40% of their time will be spent engaging in client conversations around additional bank and TIAA CREF enterprise financial products in a consultative manner:
  • Exceeding sales goals related to inbound marketing calls, internal referral calls, outbound sales conversations and outbound funding calls.
  • Responds to specific requests regarding all products and services available with extensive product knowledge
  • Moves customers completely through buying cycle and consistently closes deals by asking probing questions and recommending suitable products
  • Consistently engages in consultative selling with prospects
  • Uses on-line resources to capture appropriate customer data and proactively identify future sales opportunities, continually prospecting and identifying potential business
  • Deliver all sales conversations within the framework of our regulatory and compliance guidelines

QUALIFICATIONS:

• High school diploma required
• 2+ years of customer service experience

• Bachelor's degree strongly desired or the equivalent combination of education and experience
• 5+ years of client service and sales experience in a call center environment
• Customer Service : Must be service driven with an ability to dissect complex problems and create solutions that put the customer first.
• Sales/Relationship Deepening : Must be able to provide product and service solutions in a consultative manner.
  Communication : Exceptional listening skills, strong verbal and written/documentation skills, and the proven ability to communicate with and adapt to diverse individuals (internal and external to the company).
  
• Technology : Able to proficiently utilize all applications, systems, and financial planning tools including Microsoft Office, Seibel, and other customer relationship management tools.
• Teamwork: Ability to closely partner with internal business partners and other key members of the organization. Strong negotiation skills with sound judgment and decision-making. Ability to influence others and operate flexibly. Consistently exemplifies cross-company collaboration and partnership. Values diverse and differing opinions. Ability to work independently when appropriate.
• Driven: Ability to identify opportunities for personal and professional growth for self and team. Encourages continuous learning. Takes ownership and responsibility for work.

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

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

This organization is an equal employment opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, this organization expressly prohibits discrimination, harassment, and retaliation on the basis of race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy (including childbirth, breastfeeding or related medical conditions where applicable), sexual orientation, gender, gender identity, gender expression, transgender, marital status, national origin, ancestry, physical or mental disability, requesting a reasonable accommodation based on mental or physical disability, medical condition (as defined by applicable law), genetic history and information, citizenship status, military or veteran status, or any other status protected by federal, state, or local law or ordinance or regulation (collectively referred to here as 'protected characteristics').

*2016 Teachers Insurance and Annuity Association of America (TIAA), 730 Third Avenue, New York, NY 10017

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