Note: The job is a remote job and is open to candidates in USA. Aegon is a company that specializes in retirement plans, and they are seeking a Lead Account Manager to oversee the administration and servicing of complex retirement plans. The role involves developing client relationships, problem resolution, and leading team projects to enhance customer satisfaction and retention.
Responsibilities
- Oversee administration and servicing of complex 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 extensive knowledge of all recordkeeping, outsourcing and processing capabilities, acting as 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 interviewing, providing leadership, coaching and development of team members
- Assist with escalation resolution and approve reversals and profit or loss calculations
- Monitor and take the lead on team projects, enhancements and process improvements. Establish deadlines and lead team to meet goals
- Understand and drive solutions that lead to efficiency and value-added service for clients and internal customers
- May make financial approvals up to $500 in the absence of management
Skills
- Bachelor's degree in a business field or equivalent education/experience
- Eight years of customer relationship experience, including five years of retirement industry experience
- Expert knowledge of daily administration of retirement plans
- Outstanding relationship management and ability to communicate with clients in a professional manner, orally and in writing
- Advanced 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
- Advanced skills in MS Excel
- Knowledge of internal systems (P3, Workplace Platform, AQT, etc.)
- Knowledge of Salesforce
Benefits
- Bonus Eligibility: This position is also typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company Discretion.
- Hybrid
- Travel for client meetings and sales finals presentations
Company Overview