About the Role
Supervisor, Advice Center Sales Support
Work From Home, USA
Full time
About Us
At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential unleashed by 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.
Transamerica is a part of Aegon, an integrated, diversified, international financial services group. The Aegon companies employ over 21,500 people and have approximately 31.7 million customers.* For more information, visitwww.transamerica.com.
Who We Are
Transamerica has been making financial services available to the many, not just the few, for more than 100 years. We’re a leading provider of life insurance, retirement, and investment solutions, serving millions of customers throughout the United States. Transamerica’s dedicated professionals focus on helping people live their best lives through saving, investing, and protecting their loved ones. Transamerica is dedicated to building America’s leading middle market life insurance and retirement company, providing a broad range of quality individual life insurance policies, workplace supplemental insurance benefits, workplace retirement plans, individual retirement accounts, and investment products, including mutual funds, annuities, stable value solutions, as well as investment management services.
What We Do
Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, and Employee Benefits), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People and Places; Brand; Corporate Affairs; Risk; and Technology).
Job Description Summary
Supervise daily and weekly activities for a team of service representatives supporting the Advice Center’s IRA service line. Partner with management to provide leadership, motivation, training and development of workforce.
Job Description
Responsibilities
- In collaboration with management, set team objectives and ensure goals are met.
- Manage daily operations; set priorities and coordinate work activities with other supervisors.
- Responsible for one or more functions or processes, with accountability to meet company objectives.
- Assist team with escalated issues
- Foster a productive partnership with TAC Sales Management and help build relationships between Sales and Sales Support teams.
- Define, monitor, and coach to performance metrics.
- Evaluate staff performance of team and complete appraisals. Coach to performance metrics and counsel team members individually and together toward improved performance.
- Continuously search for ways to improve effectiveness, efficiency and “value added” for internal and external customers.
- Ensure compliance with company policies.
- Ensure quality and compliance by reviewing calls for the team.
Qualifications
- Bachelor’s degree in a business field or equivalent training/experience
- Five years of financial services industry and/or customer service experience
- FINRA Series 6 license, or obtain within six months of hire (for retirement business); Life license within 90 days of hire (for life business)
- Good knowledge of financial products or three years in customer service supervision
- Problem-solving, analytical and decision-making skills
- Excellent written/verbal communication skills
- Strong customer service, interpersonal, and listening skills to assist staff and internal/external customers to the highest level
- Ability to handle multiple responsibilities under pressure
- Ability to grasp technical/complex concepts and convey to staff and internal/external customers.
- Proficient using MS Office
Preferred Qualifications
- Team lead/supervisory experience
- Contact center experience