As the point of contact for Transamerica customers, this role is responsible for providing accurate and complete information to clients with the most complex retirement accounts. This role is part of an elite team taking ownership and accountability to deliver a white glove customer experience.

Responsibilities

  • Use exceptional customer service and interpersonal skills to processing customer inquiries regarding the most complex retirement accounts.
  • Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; escalate issues to lead staff 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 high level understanding of the retirement market, products, procedures, and systems.
  • Achieve department metrics and expectations.
  • Participate in a team based environment to achieve department goals.
  • May serve as an information resource to team members.
  • May help identify ways to improve services.

Qualifications

  • Associates degree in a business field or equivalent experience
  • Five years of call center or customer service experience or three years of financial services industry experience
  • Strong knowledge of retirement investment products
  • High level customer satisfaction scores
  • Ability to build relationships and communicate with clients in a professional manner, orally and in writing
  • Ability to work independently and as part of a team
  • Proficiency using MS Office tools

Working Conditions

  • 8:00-4:30 CST

*Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**

 

The hourly rate for this position generally ranges between $21.00 - $24.00. This range is an estimate, based on potential qualifications 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 of 6% based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.

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