ECR Coordinator

The Enterprise Client Response Coordinator job researches and responds to customer survey and verbal complaints and other escalations accurately and timely within company, investor, and regulatory guidelines to protect the customer and company from litigation, fines, and penalties. This role supports all Bank lines of business (Banking, Servicing and Commercial). Key Responsibilities and Duties Researches and ensures resolution of survey, verbal, and social media complaints Provides client outreach to relay resolution, written as needed Ensures any required system maintenance related to the response is performed (fees, account maintenance) Maintains the Bank’s position and reputation within responses and adheres to TIAA Bank policy and procedure guidelines Works closely with other coordinators and lines of business to drive resolution of complaints. Provides necessary feedback about the root cause of the complaint. Assists with special projects and implements process improvement initiatives Coordinates responses with management, Legal, and/or Compliance Assists peers as necessary Performs other duties as assignedEducational Requirements University (Degree) PreferredWork Experience No Experience RequiredPhysical Requirements Physical Requirements: Sedentary Work Career Level 5IC Preferred skills: Prior banking experience Prior experience in complaint research and response letter writing experience. Banking knowledge including but not limited to, federal, and state requirements. Knowledge of Banking, Servicing and Commercial Working knowledge of IBS knowledge of Client Connect and Unified Desktop Analytical skills Capable of tailoring communication to each unique situation Demonstrates patience, composure, and a client service attitude Good research and investigative techniques Demonstrates self-starter behaviors Ability to handle multiple tasks while maintaining a high level of service Ability to understand and retain product and service knowledge High level of forethought, discretion, and decision making within level of authority Ability to work on a daily basis with employees of all levels including Senior Management Ability to work in a team environment/team player. Ability to adapt quickly to changing priorities. Able to meet stringent deadlines. Ability to positively adjust to rapidly changing environment. Ability to use Microsoft Office Word and Excel Base Pay Range: $20.26/hr. - $33.76/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). _____________________________________________________________________________________________________ Company Overview TIAA Bank, a division of TIAA, FSB, provides nationwide banking services to consumer and commercial clients through a variety of channels, including online and mobile applications, as well as its Florida-based financial centers. TIAA has entered into a definitive agreement to sell TIAA Bank to new investors with extensive experience in financial services, as part of the company’s strategy to refocus on its core retirement business and Nuveen, the company’s asset manager. When the transaction is complete, in 2023, TIAA will retain a non-controlling stake in the bank, demonstrating the company’s confidence in the bank’s future success. 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/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status. Read more about the Equal Opportunity Law 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 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 Nuveen residing in Europe and APAC, please click here. For Applicants of Greenwood residing in Brazil (English), click here. For Applicants of Greenwood residing in Brazil (Portuguese), click here. For Applicants of Westchester residing in Brazil (English), click here. For Applicants of Westchester residing in Brazil (Portuguese), click here. TIAA started out over 100 years ago to help ensure teachers could retire with dignity. Today, many people who work at not-for-profits rely on our wide range of financial products and services to support and strengthen their financial well-being.

Salary : $20 - $34