Intermediate Account Manager - Retirement TAG Resources (Shelby's)

Transamerica•Cedar Rapids, IA

11d•Hybrid

About The Position

Provide exceptional customer service and retirement plan administration support to TAG clients through a designated service model. Serve as a trusted resource for plan sponsors and financial advisors by responding to inquiries received via phone and shared email inbox, conducting research, resolving issues, and delivering accurate, timely solutions. Partner closely with Client Executives and internal business partners to strengthen client relationships, enhance satisfaction, and ensure a seamless service experience. Support the daily administration of retirement plans while maintaining a high standard of responsiveness, professionalism, and operational excellence.

Requirements

Bachelor’s degree in a business field or equivalent education/experience
Three years of customer relationship experience, including one year of retirement or financial services industry experience
Knowledge of daily administration of retirement plans
Excellent relationship management and ability to communicate with clients in a professional manner, orally and in writing
Effective presentation, influence and negotiation skills
Ability to align behaviors and work to Transamerica’s Future Fit Culture, which includes Acting as One, Accountability, Agility, and Customer Centricity
Proficiency using MS Office tools, including Excel
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

ASPPA designations (e.g. RPF, QKA) and/or related certifications
Knowledge of internal systems (P3, Workplace Platform, AQT, etc.)
Knowledge of Salesforce

Responsibilities

Manages their work with extreme ownership
Manages complex research items with care and concern and with prompt and timely responses and updates
Strong time management and organizational skills
Strong interpersonal skills and ability to work as part of a team
Attention to detail, anticipate needs of the customer
Under minimal supervision, provide support for daily administration of retirement plans.
Identify customer expectations and develop a strong working relationship.
Coordinate with manager to research issues and negotiate problem resolution.
Develop and foster proactive, positive relationships with clients, financial professionals and internal service teams to ensure client retention, growth of the client service block and profitability for stakeholders.
Provide prompt, accurate and consistent information that meets or exceeds quality metrics.
Recognize and communicate possible improvements to management.
Collaborate with internal partners to address client needs, develop and maintain action plans, and consult on products, services, and capabilities to successfully arrive at solutions for retaining clients and resolving complex client issues.
Demonstrate general knowledge of recordkeeping, outsourcing and processing capabilities.
Attend training to obtain functional retirement plan knowledge such as various plan design, plan specific requirements (life insurance, SDA’s, outside assets, stock, outsourcing, etc.).
Gather data from multiple systems to interpret, trouble-shoot and resolve problems with limited management assistance.
Lead effective/strategic client meetings either face-to-face or via conference call.
Assist with mentoring new account managers.

Benefits

Competitive Pay
Bonus for Eligible Employees
Pension Plan
401k Match
Employee Stock Purchase Plan
Tuition Reimbursement
Disability Insurance
Medical Insurance
Dental Insurance
Vision Insurance
Employee Discounts
Career Training & Development Opportunities
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).
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
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