How Transamerica Employee Benefits Account Managers Work to Serve You

Q&A with Paula Feeney, Sr. Manager, Workplace Solutions, Account Management

A?smooth sale and implementation are always a good start when?it?comes to providing employee?benefits?but what happens once those?steps?are complete? Who takes over?from?there? Supporting over 20,000 employers, the Transamerica Employee?Benefits?Account Management team?is?there to help. Our team?of?account managers led by Paula?Feeney is fast,?accurate, and well-connected. They know how to navigate Transamerica employee?benefit?products and ensure needs are met guickly and effectively.

We caught up?with?Paula to?see?what she had to?say?about her account management team:

Q: What are the?account?managers responsible for?

A:?Overall accountability?for the?day-to-day administrative service support of brokers and employers. The account managers take pride in understanding their needs and delivering service?that?exceeds expectations and makes?it?easy?to do business?with?Transamerica.

Q: What are the?top?tasks?your?team works on each day?

A: There are?so?many, where do I start? My team provides education to brokers and employers on product administration,?systems,?and portals. We research?a?broad range?of?inquiries/issues and determine potential?solutions/alternatives.?We review billing discrepancies, missing?information?reports, and system-generated error reports to resolve routine employee- and employer- level issues. Working closely?with?our in-house creative team, we produce and provide educational materials?as?needed. And we?follow?up?with?business groups and service vendors to ensure service levels are met.

Q: In two?sentences,?how would?you?summarize?your?team's main contribution to?customer success?at Transamerica?

A: We are the problem solvers and act?as?the?liaison between employer, broker, and internal teams. We help to facilitate solutions and?build?relationships so we can provide excellent customer service and experiences.

Q: What are the biggest challenges?of?the job and how does?your?team help to overcome them?

We?tend to be on the?front?lines of Transamerica's customer service?--?the?first?stop to solving and preventing issues at the root. Teamwork is critical?for?our ability to succeed. Our research, extensive documentation, and collaboration help us identify and then avoid service hiccups. We build relationships both externally and internally,?so?we know exactly who to go to in order to navigate the logistics?of?benefits administration delivering our brokers and employers accurate, fast answers and solutions.

Q:?How would you describe?your?team's structure?

A: We are?set?up to be an agile department. Every account?is?different. Some are larger, some are smaller. Some come to us?from?brokerage firms and some because they work?with?a?specific benefits administration system. We have created dedicated contacts/groups led by three?brilliant?managers?–?Christy Chalvire, Elizabeth McCloud, and Brandi Taylor?–to?support?different?demands and needs.

Q: How do our brokers and employers reach?you?

A: Brokers and employers are assigned?their?dedicated account management team during?implementation.?We provide you?with?all?the?ways to reach us when you need?it.?Our sales team can also connect you to?the?right group.

Q: What?is your?favorite?part?of?your?job?

A: Every day is?different,?which keeps everyone on?their?toes. Problem solving and offering solutions is an empowering feeling.?It's?great whenever I can make someone's day?a?little better.

Q: How do you think Transamerica?is?uniquely positioned in the Employee?Benefits?market?

A: We are allies in work for brokers and employers, and we are?committed?to providing forward-thinking solutions to build lasting relationships. Brokers and employers know they can depend on us and trust?that?we?will?provide?the?service they expect and deserve.

Q: How long have?you?worked at Transamerica and in this role?

A: Before Transamerica, I was?a?client relationship manager and oversaw?a?group of client relationship managers at?a?third-party administrator in?the?retirement department. I also worked?as a?business analyst and web designer. I joined Transamerica in March 2019 and started?as?the manager of the Account Implementation Specialist and Electronic Enrollment teams. In October 2020,?I?moved to lead the Employee Benefits Account Management team.

Q:?For?fun,?tell?us?about a?person?who inspires?you?and why?

A: My mother. She lived in a time when women did not work, and she travelled into the city every day for her job. She worked hard to complete both an undergraduate and master's degree at night.?

This team's commitment never wavers.?If?there's a call, they answer the phone.?If?there's an email, they respond?—?not a week later, but right away. The Transamerica Employee?Benefits?Account Management team knows this business inside and out and?gets?to know brokers and employers and their unique needs too. Transamerica has been a voluntary?benefits?provider?from?the start and has learned how to serve well.

For more information on Transamerica Employee Benefits, visit transamerica.com/employee-benefits or contact?a?Transamerica Representative today at 800-851-7555, option 4.