Customer Care Representative - Work From Home

Job Family
Customer Service
Who We Are
Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients’ accounts. We’re in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture.
What We Do
Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology).
Summary
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.


Responsibilities

• Learn and maintain a basic understanding of products, procedures, and systems
• Identify customer needs and provide personalized service to ensure positive and meaningful outcomes; engage more knowledgeable team members as needed.
• Document customer inquiries and associated actions; follow-up on outstanding items in a timely manner.
• Locate/research information using multiple systems/technologies.
• Achieve department metrics and expectations
• Participate in a team based environment to achieve department goals
• Coordinate with cross-functional departments to obtain and/or provide necessary information to resolve issues.
• Use exceptional customer service and interpersonal skills to answer calls regarding retirement products such as 401k, IRA's and 403(b) investments.

Qualifications

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

Preferred Qualifications

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

Working Conditions

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

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.
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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

• Bonus for Eligible Employees
• Competitive Pay

Benefits Package

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

Health and Work/Life Balance Benefits

• Referral Bonus Programs
• Adoption Assistance
• 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.
• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
• Peer Recognition Program (BRAVO)
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• College Coach Program
• Inclusion and Diversity Programs
• Employee Matching Gifts Program
• Employee Recognition Program
• Back-Up Care Program
• Employee Resource Groups
• PTO for Volunteer Hours
• Paid Time Off starting at 160 hours annually for employees in their first year of service.
• Employee Assistance Program

Inclusion & Diversity
Transamerica has made a strong commitment to inclusion and diversity, and we are proud to be an organization where all perspectives are valued. Transamerica has earned recognition for its strong efforts year-over-year, including from the Human Rights Campaign’s Foundation Corporate Equality Index, the Diversity Best Practices Inclusion Index, and Seramount’s “100 Best Companies” list.
In addition, as part of Transamerica’s commitment to maintaining an inclusive workplace, the company sponsors 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 and provide a supportive environment for raising diversity awareness and promoting inclusive behavior.
Giving Back
Transamerica believes our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a combination of financial grants and the volunteer commitment of our employees, this foundation supports nonprofit organizations focused on the education, health, and well-being of 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. Aegon’s roots go back more than 175 years to the first half of the nineteenth century. Since then, Aegon has grown into an international company, with businesses in the Americas, Europe, and Asia. Today, Aegon is one of the world’s leading financial services organizations, providing life insurance, pensions, and asset management. 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.
Websites
Transamerica | Protecting Your Wealth and Health since 1906
Aegon Group Corporate Website | Aegon
Management Team
Transamerica Leadership - Standing For Financial Innovation Since 1906 | Transamerica