Lead Account Manager - Retirement

About the role

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.

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.
• 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.
• Aid in interviewing, providing leadership, coaching and development of team members.
• Aid in 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 $50,000 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 retirement plans.
• Outstanding relationship management and ability to communicate with clients in a professional manner, orally and in writing.
• Advanced 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.
• Advanced skills in MS Excel.

Preferred Qualifications

• Prior experience supporting MEPs, PEPs, PEO-sponsored plans, or other pooled retirement arrangements.
• Experience working for a recordkeeper, TPA, payroll provider, PEO, or retirement consulting organization supporting complex retirement plans.
• Strong understanding of retirement plan administration, payroll integration, eligibility, compliance, and operational workflows.
• Demonstrated ability to manage executive-level client relationships and facilitate strategic business discussions.
• Experience supporting large-scale retirement plan relationships involving multiple employers or adopting employers.
• ASPPA credentials (QKA, QPA, CPC, TGPC, etc.) preferred.

Working Conditions

Hybrid

What We Offer

• Compensation
• Benefits Package
• Pension Plan
• 401k Match
• Employee Stock Purchase Plan
• Tuition Reimbursement
• Disability Insurance
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Discounts
• Career Training & Development Opportunities
• Health and Work/Life Balance Benefits
• Be Well Company holistic wellness program
• Parental Leave
• 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

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees. Compensation Benefits Competitive Pay Bonus for Eligible Employees Benefits Package Pension Plan 401k MatchEmployee Stock Purchase PlanTuition ReimbursementDisability InsuranceMedical InsuranceDental InsuranceVision InsuranceEmployee DiscountsCareer Training & Development Opportunities Health and Work/Life Balance Benefits 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).Be Well Company holistic wellness program, which includes 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 AssistanceEmployee Assistance ProgramBack-Up Care ProgramPTO for Volunteer HoursEmployee Matching Gifts ProgramEmployee Resource GroupsInclusion and Diversity ProgramsEmployee Recognition ProgramReferral Bonus Programs Inclusion & Diversity We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women. To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all. Giving Back We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work. Transamerica’s Parent Company Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity. As of December 31, 2023