Lead Account Manager-Retirement

Position: Lead I Account Manager-Retirement
Job Family

Account / Relationship Management

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.
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Job Description Summary

Provide overall administration and servicing of complex retirement plans across all markets, demonstrating the highest degree of proficiency in technical knowledge and service capabilities. Partner with the client in creating a plan vision and strategy using consultative selling skills. Utilize excellent client service skills by partnering with Client Executives and internal operations areas to enhance customer relationships and satisfaction.

Job Description

Responsibilities

* Oversee administration and servicing of complex 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 extensive knowledge of all recordkeeping, outsourcing and processing capabilities, acting as subject matter expert for the team.

* 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.

* Lead effective/strategic client meetings either face-to-face or via conference call. Share best practices with the team.

* Assist in interviewing, providing leadership, coaching and development of team members.

* Assist with escalation resolution and approve reversals and profit or loss calculations.

* Monitor and take the lead on team projects, enhancements and process improvements. Establish deadlines and lead team to meet goals.

* Understand and drive solutions that lead to efficiency and value-added service for clients and internal customers.

* May make financial approvals up to $500 in the absence of management.

Qualifications

* Bachelor's degree in a business field or equivalent education/experience

* Eight years of customer relationship experience, including five years of retirement industry experience

* Expert knowledge of daily administration of…