Job Description
Team Lead, Registered Contact Center (Annuities)
locations
Work From Home, USA
Plano, Texas
Saint Petersburg, Florida
Denver, Colorado
Cedar Rapids, Iowa
Baltimore, Maryland
time type
Full time
job requisition id
G00001076
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
As the point of contact and voice of the company for Transamerica financial professionals, this role is responsible for providing accurate and complete information regarding variable annuity investment products. Work as part of a team that is empowered to go above and beyond to deliver an outstanding customer experience.
Job Description
Responsibilities:
- Use exceptional customer service and interpersonal skills to answer the most complex inquiries regarding annuity investment products.
- Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; assist with escalated and/or highly complex issues from financial professional inquiries, management, and staff.
- Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner.
- Locate/research information using multiple systems/technologies.
- Serve as point of escalation for team members and serve as backup for supervisor as needed.
- Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve escalated issues.
- Participate in developing workflow and procedures that support increased efficiencies.
- Help develop and deliver department training to new and existing employees; serve as a mentor to team members
- Perform department quality assurance reviews as needed.
- Run department reports as requested.
- Learn and maintain an expert level understanding of variable annuity products, processes, and systems.
- Consistently achieve department metrics and expectations and assist staff in achieving those expectations through mentoring, training and coaching.
- Participate in a team based environment to achieve department goals.
- Serve as point of contact to team members and management on products, processes, procedures, and systems.
- Proactively identify ways to improve services and make recommendations to management.
- Participate in implementation of service improvements.
Qualifications:
- Associate’s degree in a business field or equivalent training/experience
- Five years of financial services experience, or eight years of call center or customer service experience
- Expert understanding of variable annuity investment products
- FINRA Series 6 (or obtain within 120 days of hire)
- Ability to effectively communicate with financial professionals in a professional manner, orally and in writing
- Ability to work independently, and as part of a team
- Ability to effectively handle multiple priorities and responsibilities
- Ability to grasp technical and complex concepts and effectively convey to staff and internal/external customers and stakeholders
- Problem solving, analytical, and decision making skills
- Proficiency using MS Office tools
Preferred Qualifications:
- Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations
Working Conditions:
The Company will determine if a position will be designated as Hybrid or Remote.
- Your working location designation is Hybrid. Hybrid means that you will report to the Company office location 3 days per week. 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. OR, 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.
- May work varied shifts