Experiences at tiaa-cref

Excellent customer service and computer skills.

Career development, diversity, work enviornment.

Retirement account maintenance. Premium processing, adjustment, allocation change, beneficiary services, training and mentoring

As a Senior Education Savings Representative for TIAA-CREF, I supervised 16 registered reps that received calls from the public on 13 different states College Savings Plans. I handled all escalated supervisor calls and trouble shoot call center issues. I oversaw the staff in daily operations and processes. I monitored call quality and productivity. I assisted reps engaged in challenging interactions with clients in order to maintain a standard service level at all times. I worked directly with the compliance department and filed fraud or suspicious activity reports promptly. I maintained all customer records in compliance with privacy and legal obligations and managed petty cash account and prepared invoices for expenses. I managed staff attendance and forward all payrolls for processing. I contributed to the growth in assets by training registered reps on service techniques for processing transactions with limited errors. I trained registered reps on each states plan and coached and monitored calls on phone etiquette. I specialized in servicing investments designed for college savings (aka 529 plans) and received inbound calls for sales on 13 different state contracts by explaining the investment options based on the age of the student and needs of the clients....

Security Analyst,
Responsible for SOX compliance, internal auditing, RACF, SEIBEL, NOVELL, RSA, ACTIVE DIRCTORY, OMNIPLUS, OMNIPAY, OMNITRADE, AS400, PEOPLESOFT

Responsible for the proper access to the above systems. 2nd level help desk support, 24 hour coverage

* Processed enrollment applications and resolved incorrect contract issues as well as misapplied or omitted premiums
* Analyzed and researched data presented by administrators and/or consultants
* Prepared Plan Documents, Summary Plan Descriptions, Retirement Illustrations and Benefit Offset Requests
* Coordinated the establishment of IRA's, annuities, mutual funds and other retirement plans at institutions
* Attended Benefit Fairs and provided information and counseling to employees at group institutional benefit meetings...

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