Registered Service Representative

In a professional phone-based environment, the Registered Service Representative provides outstanding service to clients of the Transamerica Advice Center's retirement advisory team, including answering questions pertaining to retirement products and assisting clients with completing transactions as needed. Participates in the company’s customer satisfaction program, built upon strong cultural values and ethics that encourage a service environment for integrity and organizational promotion.

Responsibilities

• Handle inbound and outbound calls, including requests for forms, general inquiries, outstanding new account paperwork, status requests, telephone transactions presented by the client within stated service levels.
• Research and resolve moderate to complex issues.
• Provide excellent customer service to both internal and external clients.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Monitor client accounts for actions required and handle each situation as needed.
• Research and resolve issues by utilizing all available resources.
• Clearly and thoroughly document all client interactions.
• Identify and assess customers’ needs to achieve satisfaction.
• Follow communication and processing procedures, guidelines, and policies.
• Provide solutions to clients in a timely, professional, and compliant manner.
• Take responsibility for delivering value to customers.
• Promote a positive work environment to encourage positive customer interactions.
• Work with others to achieve both individual and team goals.
• Utilize multiple systems to service client requests and quickly identify which system is needed.
• Meet individual and team service level expectations.
• Escalate more complex issues to higher-level staff.

Requirements

• Two years of customer service experience.
• Excellent customer service skills for extensive contact with clients.
• Excellent verbal and written communication skills.
• Strong attention to detail.
• Excellent time management skills to prioritize multiple responsibilities.
• Ability to adapt quickly to change.
• Broad knowledge of brokerage accounts and investments.
• Team-oriented.
• Proactive and customer-focused.
• Problem-solving skills to resolve routine questions and issues.
• Ability to follow standard procedures and written instructions.
• PC proficiency (MS Word, Outlook, Excel).

Qualifications

• FINRA Series 6, 63, 65, or 66 (for positions supporting the retirement business) – preferred.
• Experience working in financial/brokerage sales and service – preferred.
• Customer service experience in the financial/brokerage industry – preferred.
• Understanding of the sales process – preferred.
• Experience with IRA products – preferred.

Working Conditions

Remote (Call Center) Environment.

Pay

The salary for this position generally ranges between $48,000 - $53,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote), and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.