Transamerica

Customer Service Quality Specialist

Transamerica

full-time

Posted on:

Location Type: Hybrid

Location: Cedar Rapids • Colorado • Iowa • United States

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Salary

💰 $41,500 - $48,000 per year

Job Level

Junior

About the role

  • Provide quality results through quality assurance reviews of all service transactions.
  • Reviews accuracy of timeliness and efficiency of service transactions with recommendations for quality standards as appropriate to management.
  • Utilizes working knowledge of processing and quality functions, compliance with state and federal regulations, SOX, SEC, IMSA and quality functions in the Customer Contact Center.
  • Monitor accuracy, timeliness and efficiency of service transitions.
  • Report and document deficiencies and/or inconsistencies in procedures, which affect quality or create potential problem situations.
  • Work with management staff on resolutions.
  • Regularly audit the work within the teams for accuracy and adherence to procedures, provide one on one coaching or training recommendations to management on areas requiring improvement.
  • Provide support to other teams as needed with resolving customer problems, processes, procedures, and customer satisfaction and resolution as primary objective.
  • Attend and participate in various departmental meetings with feedback and reports on quality assurance service levels, results, and recommendations for process improvements.
  • Remain abreast of current procedures and changes.

Requirements

  • Associates degree or equivalent work experience required.
  • Minimum of 0-1 years customer service experience required.
  • Working knowledge of insurance industry operations, SOX, state & federal regulations preferred.
  • Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills.
  • Strong analytical, organizational, problem solving and customer service skills.
  • Ability to differentiate between products and work types.
  • Strong verbal and written communication skills.
  • Positive professional attitude.
  • Ability to coach, motivate, and mentor others.
  • Attention to detail.
  • Seeking knowledge through LOMA & dept. classes.
Benefits
  • Competitive Pay
  • Bonus for Eligible Employees
  • 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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality assurancecomplianceauditingproblem solvingcustomer service
Soft Skills
communicationorganizationalanalyticalattention to detailcoachingmentoringadaptabilitypositive attitude
Certifications
Associates degreeLOMA