The Customer Service Specialist II is responsible for handling questions, comments, and complaints regarding the company's products or services. Under supervision, this job is the first line of support to resolve routine customer issues. The Customer Service Specialist II is responsible for providing a positive customer experience and enhancing relationships between customers and the company.
Responds to a high volume of lower complexity requests (e.g., general product and pricing information, billing issues, requests to move money between accounts, etc.).
Provides responses to customer inquiries based on pre-determined scripts and other response guidance tools.
Refers customers to published materials, secondary sources, or more senior staff when necessary.
Documents customer feedback and complaints.
Educational Requirements
University (Degree) Preferred
Work Experience
3 Years Required; 5 Years Preferred
FINRA Registrations
SRC Indicator: Series 6 or 7; Series 63
Licenses and Certifications
Life and Health Insurance License (Resident State)
Physical Requirements
Physical Requirements: Sedentary Work
Career Level
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The MMS Rollover Specialist is responsible for handling questions, comments, and concerns related to transfers and rollovers into TIAA. Working under close supervision, this job reports to upper management and is the first line of support for our advisory teams. The rollover specialist will work closely with clients and alternate carriers to create a seamless rollover experience. This job is also a licensed professional who possesses significant knowledge of the company's products and services to provide a positive customer experience and enhance relationships between clients and the company.
Required Skills:
- Must have Series 6 or 7; Series 63
Preferred Skills:
- Demonstrated ability to excel in a fast paced, multi-functional, dynamic, client centric work environment
- Ability to multitask in a fast paced high intensity environment while managing time and case work simultaneously
- Proven organizational and analytical skills with high attention to detail
- Excellent verbal and written communication skills
- Bachelor’s degree preferred
Related Skills
Adaptability, Automation, Communication, Continuous Improvement Mindset, Critical Thinking, Customer Engagement, Digital Savviness, Problem Solving, TIAA Products/Services Acumen
Anticipated Posting End Date:
2026-07-21
Base Pay Range: $26.01/hr - $35.62/hr
Actual 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
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.
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