Registered Service Representative

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.

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.

Transamerica is organized into three distinct businesses: 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, covering Communications, Brand, and Government and Policy Affairs. Transamerica employs nearly 7,000 people and is part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.

About the Role

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 resulting in requests for forms, general inquiries, outstanding new account paperwork, status requests, telephone transactions presented by the client within stated service levels, research and resolution of 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 our clients in a timely, professional, and compliant manner.
• Take responsibility for delivering value to our customers.
• Promote a positive work environment to foster 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).

Preferred Qualifications

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

Working Conditions

Remote (Call Center) Environment.

Pay

The salary for this position generally ranges between $48,000 - $53,000 annually. 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.

Benefits

• Competitive pay and bonus for eligible employees.
• Pension Plan.
• 401k Match.
• Employee Stock Purchase Plan.
• Tuition Reimbursement.
• Disability Insurance.
• Medical, Dental, and Vision Insurance.
• Employee Discounts.
• Career Training & Development Opportunities.
• 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 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.

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.