Sr Client Relations Specialist – French Bilingual (Call Center)
Job Family
Sales Support / Operations About Us
At Transamerica , hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of 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 — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.
Who We Are
We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.
Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.
We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.
What We Do
Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.
Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group servingapproximately 23.9 million customersworldwide.* For more information, visit transamerica.com.
Job Description Summary
Serve as the main point of contact for field office CEOs, EVCs (or higher), office assistants, and field force to provide information and guidance on licensing and appointments, commissions, coding, errors and omissions, mywfg.com website, systems, and other operational functions related to World Financial Group (WFG) and World Financial Group Insurance Agency (WFGIA) of Canada. Proactively resolve issues and maintain relationships with the field and operational teams to ensure service level agreements are met. This bilingual role requires fluency in French and English to support business needs and meet essential job functions, including written and verbal communications with the field force, operational teams, and other stakeholders. Job Description
Responsibilities
• Use in-depth knowledge of business processes, products, and services to resolve escalated issues; provide guidance on compliance requirements, regulatory changes, required forms/disclosures, and identify potential regulatory concerns.
• Monitor process queues to ensure service level agreements (SLAs) are achieved.
• Participate in testing, implementation, and delivery of results for projects and initiatives supporting the company and field force.
• Develop, maintain, and update operational procedures and documentation as needed.
• Respond to inbound calls and emails from the field force regarding licensing, appointments, commissions, coding, points, marketing promotions, and other operational matters; research and analyze account activity, products, and programs using multiple systems.