Provide outstanding customer service with daily retirement plan administration by responding to inquiries, researching and providing resolution to customers. Utilize excellent client service skills by partnering with Client Executives and internal partners to enhance customer relationships and satisfaction.

Responsibilities

  • Under minimal supervision, provide support for daily administration of retirement plans.  Identify customer expectations and develop a strong working relationship. 
  • Coordinate with manager to research issues and negotiate problem resolution.
  • Develop and foster proactive, positive relationships with clients, financial professionals and internal service teams to ensure client retention, growth of the client service block and profitability for stakeholders.
  • Provide prompt, accurate and consistent information that meets or exceeds quality metrics.
  • Recognize and communicate possible improvements to management. 
  • Collaborate with internal partners to address client needs, develop and maintain action plans, and consult on products, services, and capabilities to successfully arrive at solutions for retaining clients and resolving complex client issues.
  • Demonstrate general knowledge of recordkeeping, outsourcing and processing capabilities. 
  • Attend training to obtain functional retirement plan knowledge such as various plan design, plan specific requirements (life insurance, SDA’s, outside assets, stock, outsourcing, etc.).
  • Gather data from multiple systems to interpret, trouble-shoot and resolve problems with limited management assistance. 
  • Lead effective/strategic client meetings either face-to-face or via conference call.
  • Assist with mentoring new account managers.

Qualifications

  • Bachelor’s degree in a business field or equivalent education/experience
  • Three years of customer relationship experience, including one year of retirement or financial services industry experience
  • Knowledge of daily administration of retirement plans
  • Excellent relationship management and ability to communicate with clients in a professional manner, orally and in writing
  • Effective presentation, influence and negotiation skills
  • Ability to align behaviors and work to Transamerica’s Future Fit Culture, which includes Acting as One, Accountability, Agility, and Customer Centricity
  • Proficiency using MS Office tools, including Excel

Preferred Qualifications

  • ASPPA designations (e.g. RPF, QKA) and/or related certifications
  • Knowledge of internal systems (P3, Workplace Platform, AQT, etc.)
  • Knowledge of Salesforce

Working Conditions

  • Office environment
  • May travel (up to 10%) for client meetings and sales presentation finals

Compensation

The salary for this position generally ranges between $50,000 - $58,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.

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