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
Anticipated Posting End Date:
2025-11-08Base 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).
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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, 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.
Our full EEO & Non-Discrimination statement is on our careers home page, and 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.
Privacy Notices
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