Account Manager for City Wide Facility Solutions managing B2B accounts and ensuring client satisfaction. Responsible for client retention and expanding building solutions with a focus on quality service.
About the role
- Account Manager providing retirement plan administration and customer service at Transamerica. Collaborating with clients to ensure satisfaction and retention through effective relationship management.
Responsibilities
- Provide outstanding customer service with daily retirement plan administration by responding to inquiries, researching and providing resolution to customers, while demonstrating technical proficiency and service skills
- Partner with the client in creating a plan vision and strategy using consultative selling skills
- Manage the daily administration of retirement plans
- Identify customer expectations and develop a strong working relationship
- Research issues, develop potential solutions, and negotiate problem resolution
- Develop and foster proactive, positive relationships with clients, financial professionals and internal service teams to ensure client retention, growth of the client service block and profitability for stakeholders
- Provide prompt, accurate and consistent information that meets or exceeds quality metrics
- Recognize and implement solutions to problems and issues, and suggest improvements to gain efficiencies
- Collaborate with internal partners to address client needs, develop and maintain action plans, and consult on products, services, and capabilities to successfully arrive at solutions for retaining clients and resolving complex client issues
- Demonstrate strong knowledge of recordkeeping, outsourcing and processing capabilities, acting as a subject matter expert for the team
- Attend training to obtain functional retirement plan knowledge such as various plan design, plan specific requirements (life insurance, SDA’s, outside assets, stock, outsourcing, etc.)
- Gather data from multiple systems to interpret, trouble-shoot and resolve problems
- Lead effective/strategic client meetings either face-to-face or via conference call
- Share best practices with the team
- Assist in mentoring new account managers
- Assist with escalation resolution and approve reversals and profit or loss calculations
Requirements
- Bachelor’s degree in business field or equivalent education/experience
- Five years of customer relationship experience, including three years of retirement industry experience
- Thorough knowledge of daily administration of retirement plans
- Outstanding relationship management and the ability to communicate with clients in a professional manner, orally and in writing
- Effective presentation, influence and negotiation skills
- Ability to align behaviors and work to Transamerica’s Future Fit Culture, which includes Acting as One, Accountability, Agility, and Customer Centricity
- Proficiency using MS Office tools, including Excel
- ASPPA designations (e.g. RPF, QKA) and/or related certifications (preferred)
- Knowledge of internal systems (P3, Workplace Platform, AQT, etc.) (preferred)
- Knowledge of Salesforce (preferred)
- Ability to write AQT queries (preferred)
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
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