Job description
The Client Experience Coach oversees the daily activities of a small customer support team, and provides direction on how to effectively improve their service quality, accomplish customer care goals and enhance relationships between the client and the contact center.
Key Responsibilities and Duties
Career Level
7PL
Required Skills:
Key Responsibilities and Duties
- Establishes work procedures and processes that support organizational and contact center department standards, procedures and strategic initiatives.
Ensures customer service calls are answered in a timely, efficient and knowledgeable manner.
Organizes training programs for team members to improve their client services knowledge and overall service levels.
Identifies system and workflow improvements to enhance the team's service quality and efficiency.
Maintains and tracks client call performance data and compiles reports to inform senior management.
Manages the performance of team members through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional customer service strategies and to foster team member engagement, motivation and development.
- No Advanced Degree Required Preferred
- 3 Years Required; 5 Years Preferred
- Physical Requirements: Sedentary Work
Career Level
7PL
Required Skills:
- 3 years of experience with call center/contact center.
Preferred Skills:
- 3 years' experience in leadership
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
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
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.
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