Case Manager ( Work From Home) – HR

Job FamilyCustomer 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 SummaryProvide the highest level of personalized service to financial advisors by maintaining consistent and satisfactory relationships that help increase sales, retention, and market share.

Transamerica may offer positions at different job levels including, but not limited to, base, intermediate, senior, etc. Offers will be based on candidate’s relevant experience, knowledge, and skills.

Job Description

Responsibilities:

• Work with assigned advisors to process and monitor new business submissions, answer post-sale questions, and manage issues through to resolution.
• Organize and prioritize workload to ensure case is processed, issued, and placed in a timely manner while managing agent expectations.
• Answer inbound calls and emails from advisors and field offices; provide superior service that demonstrate ownership, follow-through, and a positive tone.
• Communicate and correspond via phone and email with agents to obtain supplemental information, to explain requirements and to keep updated on pending business.
• Proactively provide updated information regarding status of contract, outstanding requirements, and transaction explanations. Use critical thinking skills to address unusual situations; escalate concerns and/or complex cases as necessary.
• Process transactions; meet speed of service and quality goals for each task function.
• Interact with teams across functional areas to facilitate timely responses to actions pending.
• Follow up with agents on policy delivery requirements to ensure policy is placed within specified timeframes.
• Provide information on a variety of complex agent service issues requiring knowledge of insurance products and transactions with a focus on agent satisfaction, quality, and efficiency. Consult with other departments as necessary.

Qualifications:

• Associate’s degree in a business field or equivalent education/experience
• One year of financial services operations or related industry experience
• Excellent communication skills that are clear and professional – both written and verbal
• Strong customer service orientation with the ability to think as the customer and respond to advisors with a sense of urgency and professionalism
• Strong problem solving and decision making skills
• Attention to detail and the ability to multi-task
• PC skills for data entry, documentation, and navigation within multiple systems
• Proficiency using MS Office

Preferred Qualifications:

• Knowledge of life and/or annuity products/operations
• Service delivery knowledge of pre and post issue workflows/timelines
• 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.  
• Normal Working Hours: 8:30- 5 CST with later options available
• Late shift rotation: 9:30AM – 6:00 PM CST- (1-3 times per month)

**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 $42,500-$67,500 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 to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.