Lead Case Manager (Life) - Work From Home, USA

Job Family

Customer Service

About Us 


At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential unleashed by 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. 


Transamerica is a part of Aegon, an integrated, diversified, international financial services group. The Aegon companies employ over 21,500 people and have approximately 31.7 million customers.* For more information,  visit


Who We Are 


Transamerica has been making financial services available to the many, not just the few, for more than 100 years. We’re a leading provider of life insurance, retirement, and investment solutions, serving millions of customers throughout the United States. Transamerica’s dedicated professionals focus on helping people live their best lives through saving, investing, and protecting their loved ones. Transamerica is dedicated to building America’s leading middle market life insurance and retirement company, providing a broad range of quality individual life insurance policies, workplace supplemental insurance benefits, workplace retirement plans, individual retirement accounts, and investment products, including mutual funds, annuities, stable value solutions, as well as investment management services. 


What We Do 


Transamerica is organized by lines of business (Life Insurance, Annuities, Mutual Funds, Retirement Plans, and Employee Benefits), which are supported by Transamerica Corporate (Corporate Development; Finance; Internal Audit; Legislative, Regulatory & Policy; Office of the CEO; People and Places; Brand; Corporate Affairs; Risk; and Technology). 

Job Description Summary

Provide the highest level of personalized service to financial advisors by maintaining consistent and satisfactory relationships that help increase sales, retention, and market share. Serve as a department subject matter expert and assist management with day-to-day operations.

Job Description


  • Work with assigned advisors to process and monitor new business submissions, answer post-sale questions, and manage issues through to resolution. Provide post issue support for the most complex cases.
  • Complete suitability review for annuity applications using system tool and set criteria for making decisions. Provide guidance to team members as needed. (For roles supporting annuity products)
  • Submit cases which are outside of the set criteria to be reviewed by Compliance for exception consideration. 
  • Handle escalated case review and resolution. Assist team members with complex issues as needed.
  • Organize and prioritize workload to ensure case is processed, issued, and placed in a timely manner while managing agent expectations.
  • Answer inbound calls and emails from advisors and field offices; provide superior service that demonstrate ownership, follow-through, and a positive tone.
  • Communicate and correspond via phone and email with agents to obtain supplemental information, to explain requirements and to keep updated on pending business.
  • Proactively provide updated information regarding status of contract, outstanding requirements, and transaction explanations. Use critical thinking skills to address unusual situations; escalate concerns and/or complex cases as necessary.
  • Process transactions; meet speed of service and quality goals for each task function.
  • Interact with teams across functional areas to facilitate timely responses to actions pending.
  • Follow up with agents on policy delivery requirements to ensure policy is placed within specified timeframes.
  • Provide information on a variety of complex agent service issues requiring knowledge of insurance products and transactions with a focus on agent satisfaction, quality, and efficiency. Consult with other departments as necessary.
  • Participate in developing workflow and procedures that support increased efficiencies
  • Represent Pre-Issue teams in recurring meetings with Distribution
  • Help develop and deliver department training to new and existing employees; serve as a mentor to team members
  • Perform department quality assurance reviews.
  • Run department reports as requested.
  • Serve as a backup for supervisor as needed.


  • Associate’s degree in a business field or equivalent education/experience
  • Eight years financial services operations or related industry experience
  • Expert understanding of annuity suitability review (for roles supporting annuity products)
  • Expert understanding of case management concepts and/or new business workflow
  • Excellent communication skills that are clear and professional – both written and verbal
  • Strong customer service orientation with the ability to think as the customer and respond to advisors with a sense of urgency and professionalism
  • Strong problem-solving, decision-making, and critical thinking skills
  • Attention to detail and the ability to multitask
  • PC skills for data entry, documentation, and navigation within multiple systems
  • Proficiency using MS Office

Preferred Qualifications

  • Service delivery knowledge of pre and post issue workflows/timelines

Preferred Qualifications

  • Service delivery knowledge of pre and post issue workflows/timelines

*Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**


The salary for this position generally ranges between $55,500 - $73,500 annually. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.


Additionally, this position is typically eligible for an Annual Bonus of 7.5% based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.



This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

What We Offer  


For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees. 


Compensation 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

  • Peer Recognition Program (BRAVO)


* As of December 31, 2022 

Inclusion & Diversity  


We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women. 


To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all. 


Giving Back  


We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.  


Transamerica’s Parent Company  


Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has  grown into an international company serving more than 29.5 million people across the globe. It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.   



Job Profile


North America


United States


Comprehensive benefits package Work From Home


Annuities Communication Compliance Critical thinking Customer service Delivery Financial Services Insurance Insurance policies Life Insurance MS Office Mutual funds Problem-solving Quality Assurance Relationship Management Retirement Solutions Sales Technology Training

  • Answer inbound calls and emails
  • Answer post-sale questions
  • Communicate with agents
  • Complete suitability review
  • Handle escalated cases
  • Manage issues resolution
  • Organize workload
  • Process new business submissions
  • Process transactions
  • Provide guidance to team members
  • Provide information
  • Provide transaction updates
  • Provide updated information
  • Use critical thinking

Business Business Field


Work from Home Work From Home, USA


America/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9