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Aegon Asset Management Customer Care Team Lead in Cedar Rapids, Iowa

Job FamilyCust Care-Call Center

Job Description SummaryThe people of Transamerica bring expertise, creativity, heart and diverse thought to everything that we do-and to the communities where we live and workDo you consider yourself extremely agile? Do you enjoy being challenged? Do you take pride in assisting customers? If you answered yes, we are looking for you!The Customer Care Team Lead serves as the Customer Care department’s primary point of contact for questions from other business units, staff and brokers/clients. Assists the Supervisor in daily activities to ensure exceptional customer service is maintained.Job Description

What Success Looks Like:

  • Assist with coaching, developing and motivating team members. Facilitate team meetings and training sessions.

  • Assist with designing and updating procedures for tasks and transactions.

  • Participate and support continuous improvement initiatives; identify gaps and perform root cause analysis.

  • Monitor work volumes and prioritize workloads to help meet team metrics.

  • Serve as a resource for team members on policies and processes.

  • Lead or assist with project initiatives, including providing requirements and testing.

  • Build proactive and meaningful customer relationships, with a focus on improving the customer experience.

  • Leverage synergies with business groups to create mutual success.

What You Need:

  • Associate's degree or equivalent experience.

  • Two years of call center/customer service experience, preferably in the insurance/financial services industry or related field.

  • Communication, interpersonal and listening skills.

  • Decision-making, problem-solving and analytical skills.

  • Ability to work under pressure in a fast-paced environment.

  • Ability to work independently and as part of a team.

  • Advanced PC proficiency and ability to quickly grasp new systems and complex concepts.

Preferred Qualifications

  • Knowledge of company call center operations, policies and products.

Working Conditions

  • Office/call center environment.

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation in order to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

Why Work for Us

Total Rewards at Transamerica: It’s more than a paycheck.

Our comprehensive Total Rewards package is designed to help support you in many ways — throughout all stages of your life and career. We provide a competitive, market-driven program that encompasses base compensation, bonus potential, retirement, health and wellness benefits, learning and development opportunities, plus great employee perks. All designed with you in mind… to help you live your best life, grow personally and professionally - and feel valued for the work you do.

Learn more about our Total Rewards Package.

Equal Opportunity Employer:

Transamerica Life Insurance Company is an Equal Employment Opportunity employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

Applicants with physical or mental disabilities may be entitled to a form of reasonable accommodation under the Americans with Disabilities Act and certain state and local laws. A reasonable accommodation is a change in the way things are normally done which will insure equal employment opportunity without imposing undue hardship on the Transamerica Companies. Please contact: applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Ontario Applicants:

Our Company is committed to providing accessibility to those with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, that is in compliance with the Accessibility for Ontarians with Disabilities Act 2005 ("AODA"). Please contact applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Technical Assistance:

If you experience technical problems during the application process, please email applicantsupport@transamerica.com.

At Transamerica, hard work, innovative thinking and personal accountability are qualities that we honor and reward. We understand the potential that is unleashed by 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 focused on helping customers secure their long-term financial futures.

Transamerica is a part of AEGON, an international life insurance, pension, and asset management company. The AEGON companies employ approximately 28,000 people and have a strong presence in more than 20 countries across the globe. For more information, visit www.transamerica.com.

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