Lead I Account Manager-Retirement

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.
• Aid in interviewing, providing leadership, coaching and development of team members.
• Aid in escalation resolution and approve reversals and profit or loss calculations.
• Maintain and lead 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

• Knowledge of internal systems (P3, Workplace Platform, AQT, etc.).
• Knowledge of Salesforce.

Working Conditions

• Hybrid
• Travel for client meetings and sales final presentations.