Job Description
Job Family Customer Service About Us 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. Who We Are 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. We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms. What We Do Transamerica is organized into three distinct businesses. These include 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, and 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.* For more information, visit transamerica.com. Job Description Summary Provide quality results through quality assurance reviews of all service transactions. Reviews accuracy of timeliness and efficiency of service transactions with recommendations for quality standards as appropriate to management. Responsibilities Job Description Utilizes working knowledge of processing and quality functions, compliance with state and federal regulations, SOX, SEC, IMSA and quality functions in the Customer Contact Center. Monitor accuracy, timeliness and efficiency of service transitions. Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations. Work with management staff on resolutions. Regularly audit the work within the teams for accuracy and adherence to procedures, provide one on one coaching or training recommendations to management on areas requiring improvement. Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective. Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements. Remain abreast of current procedures and changes. Qualifications Associates degree or equivalent work experience required. Minimum of 0-1 years customer service experience required. Working knowledge of insurance industry operations, SOX, state & federal regulations preferred. Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills. Preferred Qualifications Strong analytical, organizational, problem solving and customer service skills. Ability to differentiate between products and work types. Strong verbal and written communication skills. Positive professional attitude. Ability to coach, motivate, and mentor others. Attention to detail. Seeking knowledge through LOMA & dept. classes. Working Conditions Hybrid Fast paced environment. 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