Quality Specialist, Customer Service (Life)

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.
• Monitor accuracy, timeliness and efficiency of service transitions.
• Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective.
• 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:

• Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.
• Associates degree or equivalent work experience required.
• Working knowledge of insurance industry operations, SOX, state & federal regulations preferred.
• Minimum of 0-1 years customer service experience required.

Preferred Qualifications:

• Strong analytical, organizational, problem solving and customer service skills.
• Positive professional attitude.
• Attention to detail.
• Ability to differentiate between products and work types.
• Seeking knowledge through LOMA & dept. classes.
• Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations
• Strong verbal and written communication skills.
• Ability to coach, motivate, and mentor others.

Working Conditions:

• Fast paced environment.
• 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.
• 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.** 
• Strong PC skills, including use of MS Office products, Outlook, AWD, Encor and CK4.

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

• Competitive Pay
• Bonus for Eligible Employees

Benefits Package

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

Health and Work/Life Balance Benefits

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

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