Anlayst I

Client Support Specialist
The Client Support Specialist is responsible for handling escalated questions, comments, and complaints regarding the company's products or services. Under limited supervision, this job provides guidance, assistance, coordination and follow-up on complex problems, while ensuring their resolution. The Client Support Specialist is responsible for providing a positive customer experience and enhancing relationships between customers and the company.

Key Responsibilities and Duties
- Answers inbound customer service calls and provides experienced-level issues analysis and resolution in response to higher complexity inquiries.
- Handling escalated and unresolved calls from less experienced representatives.
- Attends to escalated and unresolved calls from less experienced customer service specialists.
- Answers customer inquiries based on broad knowledge of operational procedures and tools obtained through extensive work experience.
- Acts as liaison for customers with organization for specific customer, production and distribution departments’ related to specific customer inquiries and escalates key service issues or opportunities to appropriate functions.
- Documents and solves customer issues and requests in accordance to established procedures, and if required, redirects queries to appropriate personnel.

Educational Requirements
- Vocational and/or Technical Education Preferred

Work Experience
- 3+ Years Required; 5+ Years Preferred

Physical Requirements
- Physical Requirements: Sedentary Work

Career Level
4IC

Related Skills

Adaptability, Automation, Communication, Continuous Improvement Mindset, Critical Thinking, Customer Engagement, Digital Savviness, Problem Solving, TIAA Products/Services Acumen

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Company Overview

TIAA Global Capabilities was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA Global Capabilities is focused on building a scalable and sustainable organization, with a focus on technology, operations and expanding into the shared services business space.

Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

Accessibility Support

Phone: (800) 842-2755