• Job Description

  Req#: R20059253
  Job Family
  Sales Support / Operations
  
  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
  Serve as the main point of contact for field office CEOs, EVCs (or higher), office assistants, and field force to provide information and guidance on licensing and appointments, commissions, coding, errors and omissions, mywfg.com website, systems, and other operational functions related to World Financial Group (WFG), World Financial Group Insurance Agency (WFGIA), and Transamerica Financial Advisors (TFA). Proactively resolve issues and maintain relationships with the field and operational teams to ensure service level agreements are met.
  
  Job Description
  
  Responsibilities
  
  • Use in-depth knowledge of business processes and services to handle escalated issues and provide information on compliance and regulatory changes and required forms/disclosures; identify red flags or regulatory issues that may arise.
  • Monitor process queues to ensure service level agreements are met.
  • Participate in testing and delivery of results on various projects and initiatives within the company and field force.
  • Develop and update procedure manuals as needed.
  • Answer inbound calls and emails from the field force regarding licensing and appointments, commissions, coding, points, marketing promotions, and other operational functions. Obtain information from a variety of sources/systems and analyze account activity, products, and programs as needed.
  • Develop training and assist field force with navigation of various tools offered on the WFG website, WFG mail, CRM platforms, etc.
  • Develop and maintain relationships with the field force; help set expectations on processing times, peak times, etc.
  • Participate in conference calls to stay up to date on available marketing programs.
  • Identify and develop ways to provide better service to the field force.
  • May represent the department as a subject matter expert for projects that improve platform use.
  
  
  Qualifications
  
  • Bachelor's degree in a business field or equivalent education/experience
  • Three years of related experience
  • Strong knowledge of the financial services industry, including products, services, and general operational procedures
  • Excellent written and oral communication skills
  • Strong customer service skills
  • Strong problem-solving and decision-making skills
  • Ability to prioritize multiple responsibilities, including high-volume calls and processing unit
  • Attention to detail
  • Technical aptitude to train and assist field force with system navigation
  • Proficiency using MS Office
  
  
  Preferred Qualifications
  
  • Knowledge of WFG and systems currently in use
  
  
  Working Conditions
  
  • Office or hybrid office/remote environment
  • Hours: 9-6 EST
  
  
  *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 rate for this position generally ranges between $48,000 - $57,000. 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 7.5% based on the Company Bonus Plan/Individual Performance and is at the Company's discretion.
  
  #LI-HR1
  
  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.
  
  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
  
  
  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.
  
  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 23.9 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.
  
  * As of December 31, 2023

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