Senior Account Manager – Retirement

Responsibilities

• Provide outstanding customer service with daily retirement plan administration by responding to inquiries, researching and providing resolution to customers, while demonstrating technical proficiency and service skills.
• Partner with the client in creating a plan vision and strategy using consultative selling skills.
• Manage the daily administration of retirement plans.
• Identify customer expectations and develop a strong working relationship.
• Research issues, develop potential solutions, 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 implement solutions to problems and issues, and suggest improvements to gain efficiencies.
• 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 strong knowledge of recordkeeping, outsourcing and processing capabilities, acting as a subject matter expert for the team.
• Lead effective/strategic client meetings either face‑to‑face or via conference call.
• Share best practices with the team.
• Assist in mentoring new account managers.
• Assist with escalation resolution and approve reversals and profit or loss calculations.

• Bachelor’s degree in business field or equivalent education/experience
• Five years of customer relationship experience, including three years of retirement industry experience
• Thorough knowledge of daily administration of retirement plans
• Outstanding relationship management and the 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
• ASPPA designations (e.g. RPF, QKA) and/or related certifications (preferred)
• Knowledge of internal systems (P3, Workplace Platform, AQT, etc.) (preferred)
• Knowledge of Salesforce (preferred)
• Ability to write AQT queries (preferred)

Demonstrates expertise in retirement plan administration and customer relationship management, with a strong focus on effective communication, problem resolution, and consultative selling skills. Proficient in utilizing MS Office tools and internal systems to enhance client service and retention.