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Quality Specialist, Customer Service (Life)

Company

Transamerica
Address , Remote
Employment type FULL_TIME
Salary $38,000 - $65,000 a year
Expires 2023-10-11
Posted at 8 months ago
Job Description
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
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:
  • Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations. Work with management staff on resolutions.
  • Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective.
  • Monitor accuracy, timeliness and efficiency of service transitions.
  • Remain abreast of current procedures and changes.
  • 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.
  • 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.
  • Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements.
Qualifications:
  • Minimum of 0-1 years customer service experience required.
  • Working knowledge of insurance industry operations, SOX, state & federal regulations preferred.
  • Associates degree or equivalent work experience required.
  • Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.
Preferred Qualifications:
  • Strong verbal and written communication skills.
  • Attention to detail.
  • Strong analytical, organizational, problem solving and customer service skills.
  • Seeking knowledge through LOMA & dept. classes.
  • Positive professional attitude.
  • Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations
  • Ability to coach, motivate, and mentor others.
  • Ability to differentiate between products and work types.
Working Conditions:
  • Your working location designation is Remote. Remote means that you will not be expected to work from a Company office location on a routine basis. When not working in a Company office location, you will be expected to work from your home or other approved workspace in the U.S.
  • Fast paced environment.
  • Strong PC skills, including use of MS Office products, Outlook, AWD, Encor and CK4.
**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 $38,000 - $65,000 annually. 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.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company discretion.

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 in order 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
  • Bonus for Eligible Employees
  • Competitive Pay

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

Health and Work/Life Balance Benefits
  • Employee Recognition Program
  • Employee Resource Groups
  • Employee Assistance Program
  • Paid Time Off starting at 160 hours annually for employees in their first year of service.
  • Adoption Assistance
  • Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
  • Peer Recognition Program (BRAVO)
  • College Coach Program
  • Referral Bonus Programs
  • PTO for Volunteer Hours
  • Employee Matching Gifts Program
  • Inclusion and Diversity Programs
  • Back-Up Care Program
  • 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).

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.