Intermediate Policyholder Service Delivery Representative (Shelby)

Transamerica•Cedar Rapids, IA

1d•Hybrid

About The Position

Provide service and support to customers and agents regarding in-force life insurance and annuity investment products. Process requests, conduct research, and answer questions of varying complexity using multiple systems and resources. Coordinate with vendors and cross-functional departments to gather and provide information and help resolve issues. The role includes handling customer and agent inquiries through appropriate channels, processing transactions accurately within service standards, researching and updating policies, and supporting team goals and service improvements. The position is hybrid and may require extended hours based on work volumes.

Requirements

Associate degree in a business field or equivalent experience.
Three years of financial services experience.
General knowledge of life insurance and/or annuity investment products.
Ability to communicate effectively and professionally with customers, orally and in writing.
Excellent organizational skills and ability to work independently and as part of a team.
Problem-solving and decision-making skills to identify and resolve issues.
Proficiency using MS Office tools and ability to learn software applications quickly.

Nice To Haves

Knowledge of Transamerica life and/or annuity investment products.

Responsibilities

Handle customer and agent inquiries using strong customer service and interpersonal skills; provide information by email, letter, or phone as appropriate.
Process requests accurately and promptly in accordance with department procedures and service-level standards.
Handle financial and non-financial transactions, including payments, outgoing funds, and illustrations.
Analyze, process, and update policies in applicable systems, making corrections as needed.
Research policies and systems to identify and resolve issues.
Mentor and coach vendor partners and provide guidance on service delivery processes.
Work with cross-functional departments to obtain information needed to fulfill customer and agent requests.
Contribute to team goals and help identify procedural gaps and opportunities for improvement.
Use critical thinking to handle escalated situations and refer matters to higher-level staff when appropriate.
Maintain a proficient understanding of products, procedures, and systems.

Benefits

Competitive pay
Bonus for eligible employees
Pension plan
401(k) match
Employee stock purchase plan
Tuition reimbursement
Disability insurance
Medical insurance
Dental insurance
Vision insurance
Employee discounts
Career training and development opportunities
Paid time off starting at 160 hours annually for employees in their first year of service
Ten paid holidays per year
Holistic wellness program, including wellness coaching and reward dollars
Paid parental leave for eligible employees
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