Provide outstanding customer service with daily retirement plan administration by responding to inquiries, researching and providing resolution to customers, while demonstrating technical proficiency and service skills. Partner with the client in creating a plan vision and strategy using consultative selling skills. Utilize excellent client service skills by partnering with Client Executives and internal operations areas to enhance customer relationships and satisfaction.

Responsibilities

  • Manage the daily administration of retirement plans.  Identify customer expectations and develop a strong working relationship. 
  • Research issues, develop potential solutions, 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 implement solutions to problems and issues, and suggest improvements to gain efficiencies.
  • 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 strong knowledge of recordkeeping, outsourcing and processing capabilities, acting as a subject matter expert for the team.
  • 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.
  • Lead effective/strategic client meetings either face-to-face or via conference call.  Share best practices with the team.
  • Assist in mentoring new account managers.
  • Assist with escalation resolution and approve reversals and profit or loss calculations.

Qualifications

  • Bachelor’s degree in business field or equivalent education/experience
  • Five years of customer relationship experience, including three years of retirement industry experience
  • Thorough knowledge of daily administration of retirement plans
  • Outstanding relationship management and the 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
  • Ability to write AQT queries

Working Conditions

  • Remote
  • May travel (up to 20%) to attend client meetings and sales finals presentations

*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 Salary for this position generally ranges between $62,000 - $70,000 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

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.