Customer Care Team Lead

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 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.  

Job Description Summary

Serves as the Customer Care department’s primary point of contact for questions from other business units, staff and brokers/clients. Assists the Supervisor in daily activities to ensure exceptional customer service is maintained.

Job Description

Responsibilities

• Assist with coaching, developing and motivating team members. Facilitate team meetings and training sessions.
• Assist with designing and updating procedures for tasks and transactions.
• Participate and support continuous improvement initiatives; identify gaps and perform root cause analysis.
• Monitor work volumes and prioritize workloads to help meet team metrics.
• Serve as a resource for team members on policies and processes.
• Lead or assist with project initiatives, including providing requirements and testing.
• Build proactive and meaningful customer relationships, with a focus on improving the customer experience.
• Leverage synergies with business groups to create mutual success.

Qualifications

• Associate's degree or equivalent experience.
• Two years of call center/customer service experience, preferably in the insurance/financial services industry or related field.
• Communication, interpersonal and listening skills.
• De