Customer Service Quality Specialist
Transamerica is a financial services company that values hard work and innovative thinking. They are seeking a Customer Service Quality Specialist to provide quality assurance reviews of service transactions, ensuring accuracy and efficiency while making recommendations for quality standards to management.
Responsibilities
- 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
Skills
- Associates degree or equivalent work experience required
- Minimum of 0-1 years customer service experience required
- Working knowledge of processing and quality functions, compliance with state and federal regulations, SOX, SEC, IMSA and quality functions in the Customer Contact Center
- Ability to adapt to changing processes, meet multiple deadlines, strong communication skills, and superior soft skills
- Working knowledge of insurance industry operations, SOX, state & federal regulations preferred
- 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
- Pension Plan
- 401k Match
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Disability Insurance
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Employee Discounts
- Career Training & Development Opportunities
- 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
Company Overview