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, visit www.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).
New Business Customer Service Quality Specialist
Job Description SummaryProvide 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.
Job Description
Responsibilities
- 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
- Remote environment.
- Strong PC skills, including use of MS Office products, Outlook, AWD, Encor and CK4.
- Fast paced environment.
Compensation
**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 $39K – 43K. 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.
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)