Customer Care Rep

About the Company

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life. Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.

Transamerica is organized into three distinct businesses:

1. World Financial Group, including Transamerica Financial Advisors.
2. Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions.
3. Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities.

These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.

Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.

Responsibilities

• Act as the point of contact and “voice of the company” for Transamerica customers.
• Provide accurate and complete information to callers regarding retirement, life, and annuity investment products.
• Work as part of a team that is empowered to go above and beyond to deliver an outstanding customer experience.
• Use exceptional customer service and interpersonal skills to answer calls regarding retirement, life, and annuity investment products.
• Identify customer needs and provide personalized service to ensure positive and meaningful outcomes.
• Engage more knowledgeable team members as needed.
• Locate and research information using multiple systems and 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 basic understanding of products, procedures, and systems.
• Achieve department metrics and expectations.
• Participate in a team-based environment to achieve department goals.

Requirements

• Associate’s degree in a business field or equivalent experience.
• One year of call center or customer service experience, or financial services industry experience.
• Ability to communicate with customers in a professional manner, orally and in writing.
• Ability to work independently and as part of a team.
• Proficiency using MS Office tools.

Preferred Qualifications (Nice to Have)

• Understanding of retirement, life, and annuity investment products.

Salary

• The salary for this position generally ranges between $34,000 - $42,000 annually.
• Actual starting pay is determined by several factors including qualifications, experience, geography, work location designation, and operational needs.
• This position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.

Benefits

• Competitive Pay.
• Bonus for Eligible Employees.
• Pension Plan.
• 401k Match.
• Employee Stock Purchase Plan.
• Tuition Reimbursement.
• Disability Insurance.
• Medical Insurance.
• Dental Insurance.
• Vision Insurance.
• Employee Discounts.
• Career Training & Development Opportunities.
• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars.
• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
• Adoption Assistance.
• Employee Assistance Program.
• College Coach Program.
• Back-Up Care Program.
• PTO for Volunteer Hours.
• Employee Matching Gifts Program.
• Employee Resource Groups.
• Inclusion and Diversity Programs.
• Employee Recognition Program.
• Referral Bonus Programs.

Location

• Remote/call center environment.
• May work varied shifts.

Category

Customer Service