Intermediate Policyholder Service Delivery Representative

Job Family

Customer Service

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.

Job Description

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

• Hybrid
• May be required to work extended hours based on work volumes

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 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 

• 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  

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