Intermediate Customer Service Quality Specialist ( Work From Home)
3.
5 Cedar Rapids, IA Cedar Rapids, IA Full-time Full-time $44,000 - $53,000 a year $44,000 - $53,000 a year 9 days ago 9 days ago 9 days ago Job Family Customer Service About Us 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.
Transamerica is a part of Aegon, an integrated, diversified, international financial services group.
The Aegon companies employ over 21,500 people and have approximately 31.
7 million customers.
For more information, visit www.
transamerica.
com.
Who We Are Transamerica has been making financial services available to the many, not just the few, for more than 100 years.
We're a leading provider of life insurance, retirement, and investment solutions, serving millions of customers throughout the United States.
Transamerica's dedicated professionals focus on helping people live their best lives through saving, investing, and protecting their loved ones.
Transamerica is dedicated to building America's leading middle market life insurance and retirement company, providing a broad range of quality individual life insurance policies, workplace supplemental insurance benefits, workplace retirement plans, individual retirement accounts, and investment products, including mutual funds, annuities, stable value solutions, as well as investment management services.
What We Do Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, and Employee Benefits), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People and Places; Brand; Corporate Affairs; Risk; and Technology).
Job Description Summary Provide quality results through quality assurance reviews of all service transactions.
Position requires accuracy reviews, timelines and efficiency of service transactions with recommendations for quality standards as appropriate to management.
Will assist with developing process improvements through meetings and communications with management staff.
Job Description Responsibilities 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.
Monitor accuracy, timeliness and efficiency of service transitions.
Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations.
Work with management staff on resolutions.
Actively recommend quality standards and process improvements as appropriate.
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.
Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective.
Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements.
Remain abreast of current procedures and changes.
Qualifications Associates degree or equivalent work experience required.
Minimum of 1-2 years customer service experience required.
Working knowledge of insurance industry operations, SOX, state & federal regulations preferred.
Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.
Preferred Qualifications Strong analytical, organizational, problem solving and customer service skills.
Ability to differentiate between products and work types.
Strong verbal and written communication skills.
Positive professional attitude.
Ability to coach, motivate, and mentor others.
Attention to detail.
Seeking knowledge through LOMA & dept.
classes.
Strong PC skills, including use of MS Office products, Outlook, AWD, Encor and CK4.
Fast paced environment.
Working Conditions Remote 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 - $53,000 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 of 6% based on the Company Bonus Plan/Individual Performance and is at the Company's discretion.
#LI-Remote 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 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 College Coach 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 Peer Recognition Program (BRAVO) As of December 31, 2022 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.
https:
//www.
transamerica.
com/why-transamerica/aegon-transamerica-foundation 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 29.
5 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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
5 Cedar Rapids, IA Cedar Rapids, IA Full-time Full-time $44,000 - $53,000 a year $44,000 - $53,000 a year 9 days ago 9 days ago 9 days ago Job Family Customer Service About Us 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.
Transamerica is a part of Aegon, an integrated, diversified, international financial services group.
The Aegon companies employ over 21,500 people and have approximately 31.
7 million customers.
For more information, visit www.
transamerica.
com.
Who We Are Transamerica has been making financial services available to the many, not just the few, for more than 100 years.
We're a leading provider of life insurance, retirement, and investment solutions, serving millions of customers throughout the United States.
Transamerica's dedicated professionals focus on helping people live their best lives through saving, investing, and protecting their loved ones.
Transamerica is dedicated to building America's leading middle market life insurance and retirement company, providing a broad range of quality individual life insurance policies, workplace supplemental insurance benefits, workplace retirement plans, individual retirement accounts, and investment products, including mutual funds, annuities, stable value solutions, as well as investment management services.
What We Do Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, and Employee Benefits), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People and Places; Brand; Corporate Affairs; Risk; and Technology).
Job Description Summary Provide quality results through quality assurance reviews of all service transactions.
Position requires accuracy reviews, timelines and efficiency of service transactions with recommendations for quality standards as appropriate to management.
Will assist with developing process improvements through meetings and communications with management staff.
Job Description Responsibilities 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.
Monitor accuracy, timeliness and efficiency of service transitions.
Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations.
Work with management staff on resolutions.
Actively recommend quality standards and process improvements as appropriate.
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.
Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective.
Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements.
Remain abreast of current procedures and changes.
Qualifications Associates degree or equivalent work experience required.
Minimum of 1-2 years customer service experience required.
Working knowledge of insurance industry operations, SOX, state & federal regulations preferred.
Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.
Preferred Qualifications Strong analytical, organizational, problem solving and customer service skills.
Ability to differentiate between products and work types.
Strong verbal and written communication skills.
Positive professional attitude.
Ability to coach, motivate, and mentor others.
Attention to detail.
Seeking knowledge through LOMA & dept.
classes.
Strong PC skills, including use of MS Office products, Outlook, AWD, Encor and CK4.
Fast paced environment.
Working Conditions Remote 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 - $53,000 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 of 6% based on the Company Bonus Plan/Individual Performance and is at the Company's discretion.
#LI-Remote 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 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 College Coach 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 Peer Recognition Program (BRAVO) As of December 31, 2022 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.
https:
//www.
transamerica.
com/why-transamerica/aegon-transamerica-foundation 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 29.
5 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.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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