Job Description
Case Manager (Annuities)
locations
Work From Home, USA
Cedar Rapids, Iowa
time type
Full time
job requisition id
G00001033
Job Family
Customer Service
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
Provide the highest level of personalized service to financial advisors by maintaining consistent and satisfactory relationships that help increase sales, retention, and market share.
Job Description
Responsibilities:
- Work with assigned advisors to process and monitor new business submissions, answer post-sale questions, and manage issues through to resolution.
- Complete suitability review for annuity applications using system tool and set criteria for making decisions. (For roles supporting annuity products)
- Organize and prioritize workload to ensure case is processed, issued, and placed in a timely manner while managing agent expectations.
- Answer inbound calls and emails from advisors and field offices; provide superior service that demonstrate ownership, follow-through, and a positive tone.
- Communicate and correspond via phone and email with agents to obtain supplemental information, to explain requirements and to keep updated on pending business.
- Proactively provide updated information regarding status of contract, outstanding requirements, and transaction explanations. Use critical thinking skills to address unusual situations; escalate concerns and/or complex cases as necessary.
- Process transactions; meet speed of service and quality goals for each task function.
- Interact with teams across functional areas to facilitate timely responses to actions pending.
- Follow up with agents on policy delivery requirements to ensure policy is placed within specified timeframes.
- Provide information on a variety of complex agent service issues requiring knowledge of insurance products and transactions with a focus on agent satisfaction, quality, and efficiency. Consult with other departments as necessary.
Qualifications:
- Associate’s degree in a business field or equivalent education/experience
- One year of financial services operations or related industry experience
- Excellent communication skills that are clear and professional both written and verbal
- Strong customer service orientation with the ability to think as the customer and respond to advisors with a sense of urgency and professionalism
- Strong problem solving and decision making skills
- Attention to detail and the ability to multi-task
- PC skills for data entry, documentation, and navigation within multiple systems
- Proficiency using MS Office
Preferred Qualifications:
- Knowledge of life and/or annuity products/operations
- Service delivery knowledge of pre and post issue workflows/timelines
- Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations
Working Conditions:
- Your working location designation is Remote. Remote means that you will not be expected to work from a Company office location on a routine basis. When not working in a Company office location, you will be expected to work from your home or other approved workspace in the U.S.