Int. Policyholder Service Delivery Rep

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 service and support to customers and agents regarding in-force life insurance and annuity investment products. Process requests, perform research, and answer questions of various complexity using multiple systems and resources. Work with vendors and cross-functional departments to gather and provide information, and assist with issue resolution. Job Description Responsibilities Use exceptional customer service and interpersonal skills to handle customer and agent inquiries. Provide information via email, letters, and phone calls as appropriate. Process requests accurately and timely following department procedures within service level standards. Handle financial and non-financial transactions such as payments, outgoing funds, illustrations. Analyze, process, and update policies in applicable systems; make corrections as needed. Perform policy and system research to identify and resolve issues. Mentor and coach vendor partners and provide guidance on service delivery processes. Work with cross functional departments to obtain information needed to fulfill customer and agent requests. Participate in a team-based environment to achieve department goals; help identify procedural gaps and other opportunities for improvement. Use critical thinking skills to handle escalated situations and refer to higher level staff as appropriate. Maintain a proficient understanding of products, procedures, and systems. Qualifications Associate degree in a business field or equivalent experience Three years of financial services experience General knowledge of life insurance and/or annuity investment products Ability to effectively communicate with customers in a professional manner, orally and in writing. Excellent organizational skills and ability to work independently, and as part of a team. Problem solving and decision-making skills to identify and resolve issues. Proficiency using MS Office tools and the ability to quickly learn software applications. Preferred Qualifications Knowledge of Transamerica life and/or annuity investment products Working Conditions Office Environment May be required to work extended hours based on work volumes 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 to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request. 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 c