Participant Contact Center Specialist (West Chester, OH 45069)
Transamerica US - Cincinnati, OH

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130000ED

Description and Qualifications

The Transamerica companies offer a wide array of innovative financial services and products with a common purpose: to help individuals, families, and businesses build, protect and preserve their hard-earned assets. With more than a century of experience, we have built a strong reputation on solid management, sound decisions and consumer confidence. The Transamerica companies are wholly-owned subsidiaries of AEGON N.V., an international life insurance, pension, and asset management company based in The Hague, the Netherlands. AEGON has businesses in over twenty markets in the Americas, Europe and Asia serving over 40 million customers across the globe.For more information, visit

www.transamerica.com

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Divisional Description: The Employer Solutions & Pensions (ES&P) Group provides comprehensive benefit solutions to businesses across the United States. Our expertise and acclaimed, dedicated service across a variety of benefits help manage businesses more effectively, allowing companies to improve employee retention, compete for new talent, and enjoy the efficiency of working with a dedicated and dependable provider.

Position Summary:
Assist customers by handling and responding to incoming participant calls and conducting research and/or correspondence associated with the call. Strive for one call resolution in a personalized, efficient and friendly manner by multi-tasking and maintaining attention to detail to better serve our customers.

Primary Responsibilities:
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Assist participants in enrolling in their retirement plan

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Research and respond to participant inquiries (i.e. fund transfers, withdrawals, loans, account status)

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Document all actions taken to ensure updated account history for each participant

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Educate customers on plan provisions

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Research and resolve complex participant email inquiries

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Provide fund performance information to participants

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Execute telephone transactions requested by the participant (i.e. loans, withdrawals, transfers, account

rebalances)

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Handle participant complaints in accordance with set procedures and appropriately document them

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Problem solve issues presented by the participant or plan sponsor

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Research and resolve complex and escalated customer service issues independently

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Participate in special projects as assigned

Qualifications:
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Minimum 1-2 years call center experience. Customer service experience is strongly preferred

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BA/BS and/or current Series 6 or 7 license a plus

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Bilingual in Spanish and English preferred, but not required (bilingual pay differential is available)

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Qualified Retirement Plan knowledge preferred, but not required

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Pension and qualified retirement plan experience is preferred, but

not required

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Computer experience with Internet Explorer, Pension and Qualified Retirement Plan knowledge strongly preferred, but not required

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Above average verbal and written communication skills are required

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Strong organizational skills and the ability to multi task is required

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Flexibility to adjust to changing schedules/hours and ability to work overtime as needed to meet business needs is required

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Must have the ability to work independently and within a team environment in a changing environment

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Must be able to assume ownership and manage shifting priorities while meeting deadlines and goals

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Must have experience with Microsoft Office XP, and Outlook. Skills Advantage Work Ready Certificate is optional

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Must be able to work any shift between 8:00 AM and 8:00 PM EST Monday through Friday

Transamerica offers a competitive total compensation program. In addition, we offer an attractive benefits package including medical, dental, disability, life insurance, medical expense reimbursement, tuition reimbursement, pension and profit sharing 401(k).

Transamerica is an Equal Opportunity Employer.

Job

Customer Service

Primary Location

US-OH-Cincinnati

Organization

Transamerica US

Schedule

Full-time

Transamerica.com - 21 months ago - save job
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