Int. Policyholder Service Delivery Rep

Transamerica; Cedar Rapids (IA); Hybrid; USD 50,000 - 68,000; Full time

Benefits offered by this job

Competitive Pay

Bonus for Eligible Employees

Pension Plan 401k Match

Employee Stock Purchase Plan

Tuition Reimbursement

Job summary

Transamerica is seeking a Customer Service professional to support in-force life insurance and annuity products. You will process requests, research issues, and respond to inquiries from customers and agents using multiple systems.

The role requires collaboration with vendors and cross-functional teams to ensure accurate information and timely service. The position emphasizes strong communication, problem-solving, and a solid understanding of life insurance and annuity products.

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.

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.

Skills

Customer service

Communication

Organizational skills

Problem solving

Teamwork

Education

Associate degree or equivalent

Tools

MS Office

Job description

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.

* As of December 31, 2023 At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential unleashed by 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.

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.

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

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

• 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 child.
• Adoption Assistance Employee Assistance Program Back-Up Care Program PTO for Volunteer Hours Employee Matching Gifts Program Employee Resource Groups Inclusion and Diversity Programs Employee Recognition Program Referral Bonus Programs Inclusion & Diversity

Inclusion & Diversity Programs

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, 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. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.

Giving Back

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.

Transamerica’s Parent Company

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. 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.

* As of December 31, 2023 At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential unleashed by 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. one}