Web Contact Center Senior Specialist
TIAAAbout the role
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
- High School Preferred
Work Experience
- No Experience Required; 2+ Years Preferred
FINRA Registrations
- SRC Indicator: NRF
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
3IC
- 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.
Anticipated Posting End Date:
2025-12-19Base Pay Range: $19.23/hr - $23.99/hrActual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).
_____________________________________________________________________________________________________
Company Overview
Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre fighting harder than ever before for our clients and the many Americans who need us.
Our Culture of Impact
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, ac
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s