About the Role
Title: Financial Customer Care Rep – Retirement (Remote)
Location: Work From Home United States
Full time
R20055825
Job Description:
Job Family
Customer Service
About Us
At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.
Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment – one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.
Who We Are
We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.
Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.
We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good – for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.
What We Do
Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.
Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit transamerica.com.
Job Description Summary
As the point of contact and “voice of the company” for Transamerica customers, this role is responsible for providing accurate and complete information to callers regarding retirement (401K, IRA, 403(b)) products. Work as part of a team that is empowered to go above and beyond to deliver an outstanding customer experience.
Job Description
Job Description
Responsibilities
- Use exceptional customer service and interpersonal skills to answer calls regarding retirement products such as 401k, IRA’s and 403(b) investments.
- Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members as needed.
- Locate/research information using multiple systems/technologies.
- Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues.
- Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner.
- Learn and maintain a basic understanding of products, procedures, and systems
- Achieve department metrics and expectations
- Participate in a team based environment to achieve department goals
Qualifications
- Associate’s degree in a business field or equivalent experience
- One year of call center or customer service experience, or financial services industry experience
- Ability to communicate with customers in a professional manner, orally and in writing
- Ability to work independently and as part of a team
- Proficiency using MS Office tools
Preferred Qualifications
- Understanding of retirement products such as 401k, IRA, and 403(b)
- Ability to navigate multiple screens and systems at one time
- Previous work from home experience
- Previous financial industry experience
- Salesforce experience
- Product promotion experience