Senior Account Manager

Job Family

Account / Relationship Management

Who We Are

 

Transamerica has been helping people feel better about the future for more than 100 years. We provide investment, retirement, and life insurance solutions to more than 11 million customers throughout the U.S. But the way we see it, our responsibility goes beyond our clients’ accounts. We’re in the business of helping people live well and empowering them to create a better tomorrow through the financial and health-related habits they form today. We help people prepare by providing solutions that consider the whole picture.

What We Do

Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, Employee Benefits, and Financial Assets), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People, Places & Brand; Risk; and Technology).

Job Description Summary

Provide outstanding relationship management for day-to-day administration of complex voluntary insurance benefit plans on behalf of agents and clients. Perform research, resolve issues, and communicate solutions/alternatives that best serve the customer.

Job Description

Responsibilities

• Develop and maintain close relationships with clients, agents and internal partners to deliver superior customer service and improve client retention.

• Research a broad range of inquiries/issues and determine potential solutions/alternatives; negotiate problem resolution. Gather data from multiple systems to interpret, troubleshoot and resolve issues.  Handle more complex service issues, general administrative processes, and/or key partnerships.

• Follow-up with business groups and service vendors to ensure service levels are met.

• Initiate and lead calls with agents, clients and enrollment vendors to review account details, discuss plan offerings and resolve complex service level issues.

• Identify and promote additional service opportunities to aid in the retention of inforce voluntary plans.

• Address client needs, develop action plans and consult on products, services and capabilities that add value for the client.

• Provide education to agents, employers, internal wholesalers, and regional vice presidents on product administration, systems, and portals. Make suggestions to use the system to its’ fullest advantage.

• Identify and implement improvements to gain efficiencies.

• Mentor new Account Managers to manage relationships and assist with training; assist team members with non-standard inquiries as needed.

• Produce and analyze highly complex reports to resolve employee and client level issues related to billing, new business, and reenrollment.

• Serve as a subject matter expert on non-routine issues related to service, including research, identifying the root cause, and designing a strategy to resolve issues.

• Train clients on company processes, procedures and resources, including systems/technology used by participants and employers.

• Handle escalations on behalf of management as needed.

• Lead or participate in cross functional initiatives as a department subject matter expert.

• Review billing discrepancy, new business, and reenrollment reports to resolve complex employee and client level issues.

• Produce and provide marketing materials for clients and agents; work directly with Marketing team as needed.

• Keep current on products and systems to educate agents and clients.

Qualifications

• Bachelor’s degree in a business field or equivalent combination of education/experience  

• Five years of insurance or client relationship experience

• Customer service, relationship management or research related experience in a corporate environment.

• Broad experience in client relationship management or extensive knowledge of voluntary benefits

• Excellent written and oral communication skills to address client needs and provide education

• Excellent attention to detail and organizational skills

• Technical aptitude to quickly learn software applications

• Ability to work independently and leverage resources to complete assignments

• Advanced proficiency using Microsoft Office products (e.g., Word, Excel, PowerPoint)

Preferred Qualifications

• Experience with CRM systems (e.g., Salesforce)

• Ability to multitask

Working Conditions

• Work from Home/R