Team Lead, Customer Care (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
Serves as the Customer Care department’s primary point of contact for questions from other business units, staff and brokers/clients. Assists the Supervisor in daily activities to ensure exceptional customer service is maintained.

Responsibilities:

• Assist with designing and updating procedures for tasks and transactions.
• Participate and support continuous improvement initiatives; identify gaps and perform root cause analysis.
• Leverage synergies with business groups to create mutual success.
• Monitor work volumes and prioritize workloads to help meet team metrics.
• Build proactive and meaningful customer relationships, with a focus on improving the customer experience.
• Lead or assist with project initiatives, including providing requirements and testing.
• Serve as a resource for team members on policies and processes.
• Assist with coaching, developing and motivating team members. Facilitate team meetings and training sessions.

Qualifications:

• Ability to work under pressure in a fast-paced environment.
• Communication, interpersonal and listening skills.
• Advanced PC proficiency and ability to quickly grasp new systems and complex concepts.
• Associate's degree or equivalent experience.
• Decision-making, problem-solving and analytical skills.
• Two years of call center/customer service experience, preferably in the insurance/financial services industry or related field.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Knowledge of company call center operations, policies and products.
• Strong preference for prior Transamerica experience and/or knowledge of Transamerica Operations

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.
• 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 $44,000 - $58,000 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

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

Health and Work/Life Balance Benefits

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

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