Sr Account Manager-Retirement
About The Position
Provide outstanding customer service through daily retirement plan administration, responding to inquiries, researching issues, and providing resolutions while demonstrating technical proficiency and service skills. Partner with clients to create plan visions and strategies using consultative selling skills. Work with Client Executives and internal operations teams to enhance customer relationships and satisfaction. The role also supports client retention, growth, and profitability through proactive relationship management and effective resolution of complex client issues. The position requires thorough knowledge of retirement plan administration, recordkeeping, outsourcing, and processing capabilities. It includes leading client meetings, gathering and interpreting data from multiple systems, sharing best practices, mentoring new account managers, and assisting with escalations. The working environment is an office, with moderate travel of 10–25% for client meetings and sales finals presentations.
Requirements
- Bachelor’s degree in a business field or equivalent education and experience.
- Five years of customer relationship experience, including three years of retirement industry experience.
- Thorough knowledge of daily retirement plan administration.
- Outstanding relationship management skills and professional oral and written communication skills with clients.
- Effective presentation, influence, and negotiation skills.
- Ability to align behaviors and work with Transamerica’s Future Fit Culture: Acting as One, Accountability, Agility, and Customer Centricity.
- Proficiency with MS Office tools, including Excel.
Nice To Haves
- ASPPA designations, such as RPF or QKA, and/or related certifications.
- Knowledge of internal systems such as P3, Workplace Platform, and AQT.
- Knowledge of Salesforce.
- Ability to write AQT queries.
Responsibilities
- Manage the daily administration of retirement plans and develop strong working relationships by identifying customer expectations.
- Research issues, develop potential solutions, and negotiate problem resolution.
- Build proactive, positive relationships with clients, financial professionals, and internal service teams to support client retention, service-block growth, and stakeholder profitability.
- Provide prompt, accurate, consistent information that meets or exceeds quality metrics.
- Identify and implement solutions to problems and issues, and recommend improvements to increase efficiency.
- Collaborate with internal partners to address client needs, develop and maintain action plans, and advise on products, services, and capabilities to retain clients and resolve complex issues.
- Demonstrate knowledge of recordkeeping, outsourcing, and processing capabilities as a subject matter expert for the team.
- Attend training to develop functional retirement plan knowledge, including plan design and plan-specific requirements such as life insurance, SDA’s, outside assets, stock, and outsourcing.
- Gather data from multiple systems to interpret, troubleshoot, and resolve problems.
- Lead effective and strategic client meetings in person or by conference call, and share best practices with the team.
- Assist in mentoring new account managers.
- Assist with escalation resolution and approve reversals and profit or loss calculations.
Benefits
- Competitive pay
- Annual bonus eligibility for eligible employees, based on the Company Bonus Plan and individual performance, at company discretion
- 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
- Be Well Company holistic wellness program, including Wellness Coaching and Reward Dollars
- Paid parental leave of 15 days per calendar year for eligible employees with at least one year of service
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
