Job: Participant Call Center Specialist

Jobing Description

This position will be in our West Chester, Ohio office. Work hours will be 1030 to 700 p.m. Eastern Time.

Overview

Assists customers by handling and responding to incoming participant calls in a Call Center environment and handles any research and/or correspondence associated with the call. Strives for one call resolution in a personalized, efficient and friendly manner by multi-tasking and attention to detail to better serve our customers.

Core Duties and Responsibilities

Handling incoming participant calls and emails
o Assists participants in enrolling in their retirement plan
o Researches and responds to participant inquiries (i.e. fund transfers, withdrawals, loans, account status)
o Documents all actions taken to ensure updated account history for each participant
o Educates customers on plan provisions
o Researches and resolves complex participant email inquiries
o Provides fund performance information to participants
o Executes telephone transactions requested by the participant (i.e. loans, withdrawals, transfers, account rebalances)
o Handles participant complaints in accordance with set procedures and appropriately document them
o Solves issues presented by the participant
o Researches and resolves complex and escalated customer service issues independently
Participates in special projects as assigned

Required skills

Pension and Qualified Retirement Plan knowledge strongly preferred but not required
Minimum 2 years call center experience
Experience with Internet Explorer, Microsoft Office XP, and Outlook
Strong verbal and written communication skills
Strong organizational skills and ability to multi task
Flexibility to adjust to changing schedules or priorities while meeting deadlines and goals
Able to work efficiently with a team or individually
Positive and outgoing attitude towards customers, both internally and externally
Ability to assume ownership

Preferred Skills

Pension and Qualified Retirement Plan knowledge
Skills Advantage Work Ready Certificate
Pay,Benefits, & Work Schedule
Transamerica offers a competitive total compensation program. In addition, we offer an attractive benefits package including medical, dental, disability, life insurance, medical expense reimbursement, tuition reimbursement, pension and profit sharing 401(k).
Equal Employment Opportunity
Transamerica is an Equal Opportunity Employer.