TIAA Individual Consultant - Web Support Team in Lewisville, Texas



The Individual Consultant, Web Support position assists internal and external Call Center clients in resolving Public and Secure Web Center issues by taking ownership of the issue resolution while ensuring participant satisfaction. In this role, you will utilize on-line tools to effectively troubleshoot and resolve web-related issues and identify processing issues that manifest on the web.

In this role, you will deliver:

  • Second level phone support to resolve web related issues, troubleshooting to first call resolution, escalating issues to Level 3 Support.

  • Serving as Subject Matter Experts on Web Functionality and Process.

  • Identifying and directing participants to best solution.

  • Educating participants to self-service.

  • Identifying and sharing best practices.

  • Working with the team lead to improve operational efficiency.

  • Being a voice of the client to Service, Technology, and Products.

  • Identifying enhancement opportunities.

  • Identify risks to our participants and the company.

  • Contribute to team goals.

  • Reduce web complaints.

  • Web Support for Retirement, Brokerage, Mutual Funds, Life Insurance, and Trust Accounts.

  • Browsers, Operating Systems, Quicken and Account Aggregation.

  • Mobile device and mobile application connectivity.



  • Excellent customer service and phone skills.

  • Excellent problem solving and issue resolution skills.

  • Excellent verbal and writing skills.

  • Experience with using systems to troubleshoot a broad spectrum of issues impacting any point between the client through the back office, including troubleshooting and identifying issues related to browser settings and operating systems, is preferred.

  • Good understanding of technology as it relates to problem solving.

  • Knowledge of all web browser functionality and browser settings that impact web functionality and the interface with the TIAA secure web site, as well as any applications that interface with each browser.

  • Initiate work-groups as necessary to resolve more complex issues.

  • Ability to work with all levels of the organization.

  • Providing coverage for team members.

  • Mentoring other team members, sharing helpful information and successes.

  • Works well in a team environment.

Equal Employment Opportunity is not just the law, it’s our commitment. Read more about the Equal Employment Opportunity Law at .

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This organization is an equal employment opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, this organization expressly prohibits discrimination, harassment, and retaliation on the basis of race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy (including childbirth, breastfeeding or related medical conditions where applicable), sexual orientation, gender, gender identity, gender expression, transgender, marital status, national origin, ancestry, physical or mental disability, requesting a reasonable accommodation based on mental or physical disability, medical condition (as defined by applicable law), genetic history and information, citizenship status, military or veteran status, or any other status protected by federal, state, or local law or ordinance or regulation (collectively referred to here as “protected characteristics”).

  • ©2016 Teachers Insurance and Annuity Association of America (TIAA), 730 Third Avenue, New York, NY 10017


Job: Client Services

Primary Location: TX-Lewisville

Req ID: 1712821