Provide service and support to customers and agents regarding in-force life insurance and annuity investment products. Process requests, perform research, and answer questions of various complexity using multiple systems and resources. Work with vendors and cross-functional departments to gather and provide information, and assist with issue resolution.

Responsibilities

  • Use exceptional customer service and interpersonal skills to handle customer and agent inquiries. Provide information via email, letters, and phone calls as appropriate.
  • Process requests accurately and timely following department procedures within service level standards.
  • Handle financial and non-financial transactions such as payments, outgoing funds, illustrations.
  • Analyze, process, and update policies in applicable systems; make corrections as needed.
  • Perform policy and system research to identify and resolve issues.
  • Mentor and coach vendor partners and provide guidance on service delivery processes.
  • Work with cross functional departments to obtain information needed to fulfill customer and agent requests.
  • Participate in a team-based environment to achieve department goals; help identify procedural gaps and other opportunities for improvement.
  • Use critical thinking skills to handle escalated situations and refer to higher level staff as appropriate.
  • Maintain a proficient understanding of products, procedures, and systems.


Qualifications

  • Associate degree in a business field or equivalent experience
  • Three years of financial services experience
  • General knowledge of life insurance and/or annuity investment products
  • Ability to effectively communicate with customers in a professional manner, orally and in writing.
  • Excellent organizational skills and ability to work independently, and as part of a team.
  • Problem solving and decision-making skills to identify and resolve issues.
  • Proficiency using MS Office tools and the ability to quickly learn software applications.


Preferred Qualifications

  • Knowledge of Transamerica life and/or annuity investment products


Working Conditions

  • Hybrid
  • May be required to work extended hours based on work volumes


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 to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.