Bilingual Call Center Agent
Foundation for California Community Colleges
Intake Case Manager – Call Center Environment
Transamerica
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $25 per hour
Job Level
Mid-LevelSenior
About the role
- Provide the highest level of personalized service to financial advisors by maintaining consistent and satisfactory relationships that help increase sales, retention, and market share.
- Work with assigned advisors to process and monitor new business submissions, answer post-sale questions, and manage issues through to resolution.
- Provide post issue support as required.
- Complete suitability review for annuity applications using system tool and set criteria for making decisions. (For roles supporting annuity products)
- Submit cases which are outside of the set criteria to be reviewed by Compliance for exception consideration.
- Assist with escalated case review and resolution.
- Organize and prioritize workload to ensure case is processed, issued, and placed in a timely manner while managing agent expectations.
- Answer inbound calls and emails from advisors and field offices; provide superior service that demonstrate ownership, follow-through, and a positive tone.
- Communicate and correspond via phone and email with agents to obtain supplemental information, to explain requirements and to keep updated on pending business.
- Proactively provide updated information regarding status of contract, outstanding requirements, and transaction explanations.
- Use critical thinking skills to address unusual situations; escalate concerns and/or complex cases as necessary.
- Process transactions; meet speed of service and quality goals for each task function.
- Interact with teams across functional areas to facilitate timely responses to actions pending.
- Follow up with agents on policy delivery requirements to ensure policy is placed within specified timeframes.
- Provide information on a variety of complex agent service issues requiring knowledge of insurance products and transactions with a focus on agent satisfaction, quality, and efficiency.
- Consult with other departments as necessary.
- May assist in training new employees.
Requirements
- Associate’s degree in a business field or equivalent education/experience
- Three years of financial services operations or related industry experience
- Understanding of annuity suitability review (For roles supporting annuity products)
- Excellent communication skills that are clear and professional – both written and verbal
- Strong customer service orientation with the ability to think as the customer and respond to advisors with a sense of urgency and professionalism
- Strong problem-solving, decision-making, and critical thinking skills
- Attention to detail and the ability to multi-task
- PC skills for data entry, documentation, and navigation within multiple systems
- Proficiency using MS Office
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
- College Coach 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
annuity suitability reviewdata entrydocumentationproblem-solvingdecision-makingcritical thinkingmulti-tasking
Soft skills
communication skillscustomer service orientationattention to detailorganizational skillsprofessionalismownershipfollow-throughpositive tone
Certifications
Associate’s degree
