Eileen hoskin 2025

Eileen hoskin 2025Eileen hoskin 2025Eileen hoskin 2025

Eileen hoskin 2025

Eileen hoskin 2025Eileen hoskin 2025Eileen hoskin 2025
  • Home
  • Resume
  • eCommerce
  • TIAA Call Center
  • Finance & Investing
  • TIAA HRA OTPC Fullview
  • Contact me
  • OL Inv Compet Analysis
  • More
    • Home
    • Resume
    • eCommerce
    • TIAA Call Center
    • Finance & Investing
    • TIAA HRA OTPC Fullview
    • Contact me
    • OL Inv Compet Analysis
  • Home
  • Resume
  • eCommerce
  • TIAA Call Center
  • Finance & Investing
  • TIAA HRA OTPC Fullview
  • Contact me
  • OL Inv Compet Analysis

TIAA-CREF Design work for TIAA's National Call Center.

Retirement account clients call TIAA's National Call Center for  retirement, investment, & account questions or support.  Calls are digitally assigned to a TIAA Customer Service Representative in the Call Center based on the client's stated purpose for calling, and their biometric information.  A dashboard was created to assist CSRs responding to the call -- it displays all client account data and a wealth of investment  & retirement documentation served up by Google AI, based on applicability  to the call purpose.   Customers may be the account holder or a third party, such as a spouse, Power of Attorney, or a third-party investment professional from another institution designated by the client.  Callers must first be authenticated, and then the caller's questions can be answered.  


The examples below show the design work & materials created for the redesign of the CSR call dashboard for authentication and  handling the call.


PROBLEM STATEMENT


Within  the Unified Desktop system's  "Call Context" panel

Consultants always start their calls with zero details as to why the client is calling and then the consultant must manually search for those details within an array of systems and navigate to the correct topic in the search results. By displaying call intent and context and relevant information consultants will be better equipped to resolve the request.


Objectives

  • Display important information to the Consultant
  • What did the Client do in the IVR
  • What did the Client do on the Web
  • Have they called before about this
  • Being able to pick up the transaction regardless of where it was started/ended
  • Make  links available to transactions
  • Guide the Consultant with information as  to why the client is calling and additional details that will help with transaction specific guidance 
  • Integrate Natural Language Processing/Goggle AI into the Consultant experience
  • Manage the call from open to close


Call Center - Authentication Project

When calling TIAA for help with retirement, investments, or account help, clients speak to a Custome

Heading on all wires gives full context - location/feature within the site, as-of stamp, revision history, reference to JIRA story requirements for team's easy reference, user perspective and scenarios illustrated in the wire.

My typical wireframe heading methor

High Risk authentication flow is triggered; CSR pushes a code to client's  mobile device to authenticate them. Example shows that business & design logic + expected behaviors are clearly annotated in markup on the wire for stakeholder clarity during walkthroughs.

Contact Me

 Feel free to contact me during normal business hours. 

Calls, texts, or emails welcome.  I will return all correspondence promptly 


 Eileen M. Hoskin


508-517-7240

eileenhoskin@gmail.com


Linked In profile:

http://linkedin.com/in/eileen-hoskin-7b580411


View resume

Copyright © 2024 EMH 2024 - All Rights Reserved.                                                                                                                                                                                                                                                                                        

This website uses cookies.

We use cookies to analyze website traffic and optimize your website experience. By accepting our use of cookies, your data will be aggregated with all other user data.

Accept