Intermediate Customer Care Specialist Job at TransAmerica
Job Family
Sales Support / Operations
Who We Are
Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients’ accounts. We’re in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture.
What We Do
Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology).
Job Description Summary
Serve as the main point of contact for field office CEOs, EVCs, office assistants, and field force to provide information and guidance on licensing and appointments, commissions, coding, errors and omissions, mywfg.com website, systems, and other operational functions related World Financial Group (WFG), World Financial Group Independent Agents (WFGIA), and Transamerica Financial Advisors (TFA). Proactively resolve issues and maintain relationships with the field and operational teams to ensure service level agreements are met.
Job Description
Responsibilities
- Answer inbound calls and emails from the field force regarding licensing and appointments, commissions, coding, points,
marketing promotions, and other operational functions. Obtain information from a variety of sources/systems and analyze
account activity, products, and programs as needed. - Use broad knowledge of business processes and services to handle escalated issues and provide information on compliance
and regulatory changes, and required forms/disclosures; identify red flags or regulatory issues that may arise.
- Monitor process queues to ensure service level agreements are met.
- Train and assist field force with navigation of various tools offered on the WFG website, WFG mail, Salesforce, etc.
- Develop and maintain relationships with the field force; help set expectations on processing times, peak times, etc.
- Participate in conference calls to stay up-to-date on available marketing programs.
- Work with management and other departments to identify ways to provide better service to the field force.
Qualifications
- Bachelor’s degree in a business field or equivalent education/experience
- Two years of related experience
- Good knowledge of the financial services industry, including products, services, and general operational procedures
- Excellent written and oral communication skills
- Strong customer service skills
- Strong problem-solving and decision-making skills
- Ability to prioritize multiple responsibilities, including high-volumes calls and processing
Preferred Qualifications
- Knowledge of WFG
- Office environment
This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or
revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an
employee or applicant requests or requires an accommodation in order to perform job functions, the applicable HR Business Partner should
be contacted to evaluate the accommodation request
What We Offer
For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.
Compensation Benefits
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Competitive Pay
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Bonus for Eligible Employees
Benefits Package
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Pension Plan
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401k Match
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Employee Stock Purchase Plan
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Tuition Reimbursement
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Disability Insurance
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Stock Purchase Plan
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Employee Discounts
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Career Training & Development Opportunities
Health and Work/Life Balance Benefits
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Paid Time Off
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Paid Holidays
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Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
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Parental Leave
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Adoption Assistance
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Employee Assistance Program
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College Coach Program
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Back-Up Care Program
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PTO for Volunteer Hours
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Employee Matching Gifts Program
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Employee Resource Groups
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Inclusion and Diversity Programs
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Employee Recognition Program
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Referral Bonus Programs
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Peer Recognition Program (BRAVO)
Inclusion & Diversity
Transamerica has made a strong commitment to inclusion and diversity, and we are proud to be an organization where all perspectives are valued. Transamerica has earned recognition for its strong efforts year-over-year, including from the Human Rights Campaign’s Foundation Corporate Equality Index, the Diversity Best Practices Inclusion Index, and Seramount’s “100 Best Companies” list.
In addition, as part of Transamerica’s commitment to maintaining an inclusive workplace, the company sponsors employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees and provide a supportive environment for raising diversity awareness and promoting inclusive behavior.
Giving Back
Transamerica believes our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a combination of financial grants and the volunteer commitment of our employees, this foundation supports nonprofit organizations focused on the education, health, and well-being of the communities where we live and work.
https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation
Transamerica’s Parent Company
Aegon
acquired the Transamerica business in 1999. Aegon’s roots go back more than 175 years to the first half of the nineteenth century. Since then, Aegon has grown into an international company, with businesses in the Americas, Europe, and Asia. Today, Aegon is one of the world’s leading financial services organizations, providing life insurance, pensions, and asset management. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.
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