Customer Care Rep - Retirement (Remote)

Customer Care Rep –Retirement (Remote)

locations

Work From Home, USA

time type

Full time

job requisition id

R20055825

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 unleashed by 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.

Transamerica is a part of Aegon, an integrated, diversified, international financial services group. The Aegon companies employ over 21,500 people and have approximately 31.7 million customers.* For more information, visitwww.transamerica.com.

Who We Are

Transamerica has been making financial services available to the many, not just the few, for more than 100 years. We’re a leading provider of life insurance, retirement, and investment solutions, serving millions of customers throughout the United States. Transamerica’s dedicated professionals focus on helping people live their best lives through saving, investing, and protecting their loved ones. Transamerica is dedicated to building America’s leading middle market life insurance and retirement company, providing a broad range of quality individual life insurance policies, workplace supplemental insurance benefits, workplace retirement plans, individual retirement accounts, and investment products, including mutual funds, annuities, stable value solutions, as well as investment management services.

What We Do

Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, and Employee Benefits), which are supported by Transamerica Corporate (Corporate Development;Finance;Internal Audit;Legislative, Regulatory &Policy;Office of the CEO;People and Places;Brand;Corporate Affairs;Risk;and Technology).

Job Description Summary

As the point of contact and “voice of the company”for Transamerica customers, this role is responsible for providing accurate and complete information to callers regarding retirement (401K, IRA, 403(b)) products. Work as part of a team that is empowered to go above and beyond to deliver an outstanding customer experience.

Job Description

Job Description

Responsibilities

• Use exceptional customer service and interpersonal skills to answer calls regarding retirement products such as 401k, IRA’s and 403(b) investments.
• Identify customer needs and provide personalized service to ensure positive and meaningful outcomes;engage more knowledgeable team members 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 basic understanding of products, procedures, and systems
• Achieve department metrics and expectations
• Participate in a team based environment to achieve department goals

  Qualifications

  • 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

    • Understanding of retirement products such as 401k, IRA, and 403(b)
    • Ability to navigate multiple screens and systems at one time
    • Previous work from home experience
    • Previous financial industry experience
    • Salesforce experience
    • Product promotion experience

      Working Conditions

      • Work From home/call center environment –must have work environment with minimal distractions
      • Hours of operation are 7am to 8pm CT, must be able to work any of those hours. Open availability Monday-Friday.

        **Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules and other compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**

        Compensation:

        The hourly for this position generally ranges between $16.00 –$20.00 an hour. This range is an estimate, based on potential qualifications and operational needs. The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2 and other applicable local regulations.

        Bonus Eligibility:

        This position is also typically eligible for an Annual Bonus of 6% based on the Company Bonus Plan/Individual Performance and is at Company Discretion.

        #LI-REMOTE

        #IND123

        What We Offer

        For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.

        Compensation Benefits

        • Competitive Pay
        • Bonus for Eligible Employees

          Benefits Package

          • Pension Plan
          • 401k Match
          • Employee Stock Purchase Plan
          • Tuition Reimbursement
          • Disability Insurance
          • Medical Insurance
          • Dental Insurance
          • Vision Insurance
          • Employee Discounts
          • Career Training &Development Opportunities

            Health and Work/Life Balance Benefits

            • 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
            • Peer Recognition Program (BRAVO)

              * As of December 31, 2022

              Inclusion &Diversity

              We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.

              To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.

              Giving Back

              We believe our responsibilities extend beyond our corporate walls. That’s why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.

              https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation

              Transamerica’s Parent Company

              Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 29.5 million people across the globe. It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.