PRIMARY CHARACTERISTICS
The purpose of this position is to service, inform, and assist TIAA, FSB clients while providing an exceptional client experience.
ESSENTIAL FUNCTIONS
Maintain quality service to all clients by answering product and service questions, cross-selling related products and services, and being courteous and responsive to all clients' needs
Maintain client records by verifying and updating account information
Resolve product or service problems in a timely manner by listening, determining the cause of the problem, selecting, and explaining the best solution to solve the problem; expediting the solution and following up with the client
Maintain bank operations by following established policies and procedures and reporting needed changes while complying with federal, state, and local banking regulations
Contribute to team effort by answering client phone calls in a timely manner
Take ownership in problem resolution
Complete all duties as assigned
KNOWLEDGE, SKILLS, AND ABILITIES
Basic math, clerical, and typing skills
Full knowledge in the use of a personal computer
Ability to handle multiple tasks while maintaining a high level of service
Ability to understand and retain product and service knowledge
Effective verbal and written communication skills; capable of tailoring communication to each unique situation
Active listener that can ask necessary questions in order to clarify any ambiguity
Demonstrates proficient product knowledge and schedule adherence
REQUIRED MINIMUM QUALIFICATIONS
Completion of a high school diploma
Two years or more experience in a client service or call center environment required
PREFERRED QUALIFICATIONS
Banking or mortgage servicing experience preferred
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