This walk through will give you a quick overview of the departments here and how they work together.
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Our Division is made up of Departments which are groups of
teams that service our customers and guide our business.
Our Mission
To make a more secure tomorrow and provide an exceptional experience today for every customer we serve.
And we do it well, check out our 2014 Corporate Overview.
Parts that make the Whole
These are the parallels on which we build our division.
Executive
Sales and Marketing
Agent Service and Support
Product Development and Support
Customer Service
Divisional Services and Committees
Executive Leadership Team
We inspire and lead employees by strategically
planning how to grow the business unit for success.
Law and Compliance
The L&P Law and Compliance Team includes attorneys, paralegals, compliance
professionals and support personnel who all work hard to protect our businesses.
We advise TEB in many areas, including the following:
- Advertising and Trademarks
- Agent and vendor contracts
- Consumer and insurance department complaints
- Dispute resolution and litigation
- Fraud and money laundering
- Privacy
- Product development
- Tax
- Technology
- Tracking new laws and regulations, regulatory examinations and investigations
Sales and Marketing
Voluntary Benefit Sales
National Accounts, Special Markets
and Emerging Markets
Stop Loss
Sales Enablement
Marketing
Sales Administration
Sales & Marketing
Voluntary Benefit Sales
Our Regional Sales Teams sell our products through their Agents.
These agents then work to get the employee benefits we administer to the customers that
need them. They manage these relationships and let us know what products are needed
in the marketplace.
Sales & Marketing
National Accounts, Special Markets and Emerging Markets
The National Accounts Team provides concierge-level support and services
to national insurance brokerage and benefits consulting firms.
The Special Markets Team is responsible for developing distribution for our
products into niche markets that fall outside our core distribution channels.
The Emerging Markets Team develops products and programs
to strengthen our reach into targeted growth areas.
Sales & Marketing
Stop Loss
The Stop Loss Team manages the sale, underwriting, premium
collection and claims for these stop loss policies.
We have Managing
General Underwriters (MGUs), who promote these services for us. We provide the policy and the risk. Our small department is two relationship managers in marketing; one in each of the following: underwriting, claims/finance.
We have internal auditors, who visit our MGUs twice a year to assure they are following Company guidelines; and our reinsurance specialist (who keeps everything running smoothly including treaties, contracts, travel, etc.)
Sales & Marketing
The Sales Enablement Team partners with
our field sales team
members to identify and/or develop learning and
development solutions to help them become the most knowledgeable and
respected sales professionals in our industry.
Those solutions focus on
product, key business processes and selling skills that help
make our
sales teams valued business partners for the broker communities they
serve.
Sales and Marketing
The Sales Administration Team works with the Executive Leadership
Team and Regional Sales Team to create products for our division to market.
We then rely heavily on the Actuarial
department to research, price and further develop the product. We report
back on sales, paid/submitted production and product success. Sales and Marketing
The Marketing Team markets voluntary insurance products to our
primary distribution channel, our Regional Sales Teams and their Agents.
We create the collateral needed to sell and enroll the products.
We
keep the Transamerica Employee Benefits brand name strong through
industry conferences, public relations and advertising campaigns
featuring our agents,
products and services. We provide graphic and
creative services to better position
our company and utilize our website
to keep our agents connected.
We also promote and organize sales promotions and contests throughout the year.
We are always around to and pitch in ideas or art for events, internal meetings and projects.
Agent Service and Support
Account Management
Producer Services
Account Management
The Account Management Team is the primary contact
for the Regional Sales Team and their producers.
We focus on the on-boarding of new producers, implementation and servicing of new and existing employer groups. This process includes proposing a group, establishing a time line for the producer and their clients, obtaining the required forms for setting up a group, pre billing conference call, executing enrollment strategies and post-implementation calls.
We work closely with internal departments to resolve any issues preventing issuance of the group or individual certificates and assist in answering questions on new and existing cases.
Producer Services
The Producer Services Team processes
the agent contracting for our division.
We also ensure those agents that write business for us are following state requirements, and we pay the agents the commissions they earn according to their contracts.
Product Development and Support
Actuarial
Product Implementation
Third-Party Administrator Management
Actuarial
The Actuarial Team plays a major role in
the development of new products.
Typically, the Sales Administration Team requests a new product and specifications are discussed. With input from Marketing, Underwriting, Accounting, etc., we research and develop appropriate pricing assumptions (production volume, issue demographics, expenses, commissions, persistency, mortality/claim costs, etc.) and design of the product.
A pricing actuary determines rates that meet pricing objectives and state requirements. Following this an actuarial memorandum is prepared and other information needed by Product Implementation for filing purposes.
We then monitor
in-force product's experience to report on pricing expectations and profit objectives. These quarterly reports provide various financial measures of the profitability of the production for a particular time period.
Product Implementation
The Product Implementation Team drafts and files policy,
certificate, rider, and application forms for our products.
For each new product we code the parameters for in the various systems needed to properly issue and administer it. We create of searchkeys for CK4/Cyberlife which control the product's premium rate per unit. Then we format and load of the policy print forms into Documerge, Blackbar and State Approval Tables. Next we work with the print team to create the benefit schedules and contract data pages, then on to test and approval of these systems. As states require edits or we work to improve the product, we make adjustments to our forms and systems and test these changes. We manage the content of the proposal system and test it's accuracy, and provide product research for Market Conduct Exams.
We also build correspondence and explanation of benefit forms for Customer Experience.
We also build correspondence and explanation of benefit forms for Customer Experience.
TPA Management
The Third-Party Administrator Management Team
works with our Third-Party Administrators.
We work as the liaisons between TEB and Third-Party Administrators (TPAs) who we have contracted with to administer policies on behalf of Transamerica or to administer the
premiums for groups/policies administered in Little Rock.
Customer Service
Billing and Eligibility
Group Billing
New Eligibility
In-force Eligibility
Customer Experience
Group Billing
The Group Billing Teams process premium payments
received from employers and billing administrators
and direct-bill payment from individual policy holders.
We offer employers a paper list bill, self-bill, electronic and web and billing frequencies
from weekly to annual. We can create and send files to employers and administrators
for payroll deduction management purposes.
We process $23 million on average per month in group premium, roughly 12,000 bills.
Our Billing Services Team provides service for Account Management and Employers.
Our Maintenance Team the provides supports Customer Experience.
New Eligibility Team
The New Eligibility Team enters each paper application's contents into our system.
This begins the process of turning the sale of insurance into the protection it provides.
In-Force Eligibility
The Inforce Eligibility Team steps in when
changes are made to an existing policy.
Additionally, disbursements are worked by this team.
This includes, loans and surrenders, with a goal of 24 hours.
Customer Experience
The Customer Experience Teams consists of multiple subsections, which include the contact center (customer service), claims, policy owner services, and quality.
The Customer Experience Department’s objective is to make any contact
with our insureds/customers a pleasant and informative experience,
meeting their needs quickly and professionally.
The phone representatives answer calls daily from
7:00 am to 6:00 Mon-Thurs and 7:00 am – 5:00 pm on Fridays.
The claims and contact center are divided into three distinct areas: Health, Life, and Cancer/Critical Illness, Accident/Disability to provide specific service to our customers.
Divisional Services
Human Resources
Facilities
Document Services
Project Management
Information Security
Enterprise Technology Services
Divisional Committees
Employee Appreciation Committee
Innovation Ambassadors
Human Resources
The Human Resources Team works closely with
management and employees to create an organization of engaged employees who are treated fairly and
deliver value for the company.
To do this, we focus on areas such as talent acquisition,
talent development, employee relations, and total rewards,
among other things.
Facilities
The Facilities Team manages the building and grounds.
From security to the landscaping we manage the upkeep and modern conveniences at our building.
We are the first ones to call if something is not working, but also if you have rearrangement or additional space needs.
We also help with the cookouts and Employee Appreciation Committee events.
Our team of two also takes down and sets up
Room 116 for several events each week.
Document Services
The Document Management department includes Mail Distribution Document Services, and Print Services.
The Mail Distribution Team handles all incoming and outbound mail for the building including UPS, FedEx and USPS services. This includes delivery and pickup of documents to the business units.
The Document Services Team prepares and image several types of documents. Our Document Coordinators physically prepare the source documents for processing through the identification, prep and imaging process.
The Print Services Team prints the collateral agents need to market our products to the employer and consumer. The print is produced, packaged and shipped direct from our door to the agent’s. They are also the source of most mainframe print requests, correspondence, group bills and reports produced in black and white print for the building.
Project Management
We provide project guidance and support to the organization and business units to ensure projects are completed in a timely and efficient manner. Project Managers use project management framework, tools, and best practices to deliver projects: within budget, on time, and at a quality level that our customers expect to receive.
We work on a variety of projects within the organization, but primarily the projects are technology driven.
There is certain criterion that has to be met before a request can be considered a project. The business area should complete a New Capabilities Request (NCR) form to begin the process. This form can be found on the L&P Tech Services SharePoint site.
Information Security
It is our mission is to provide direction in safeguarding the confidentiality, integrity, and availability of information.
This is accomplished through identification, assessment and evaluation of information risk ensuring L&P leadership has the information to make informed decisions on risk while considering business and operational factors.
EBS Technology Services
The TEB IT department has been integrated with either
the L&P or EBS Technology Groups. Here are the new
teams with members in Little Rock and what they do:
BRASS Team Application Development and Maintenance for the BRASS system.
This team also support the DocGen Correspondence system.
Cyberlife Team Application Development and Maintenance for all 4 Cyberlife Systems within L&P. There is a 9701 System, 0001 System, 0201 System and two 1001 Systems.
This team is responsible for the current project to consolidate all Cyberlife Systems into the 1001 system.
EBS Technology Services
Cyberlife Production Support and TEB Inforce Team
This team works with offshore resources to manage
production support for the Cyberlife Systems. They also address our
Mainframe system needs.
Print Team
This team is responsible for Correspondence and Policy Print for TEB and Affynity.
Web Team
This team is responsible for the Employer Portal and Customer Portal of our website.
Employer Solutions Team
This team is responsible for web proposals , Producer Portal TransWEB, POD and EIS.
EBS Technology Services
TransAPP Team
This team is responsible for Development and support of ISIS and TransAPP.
Claims Team
Support for the Mantis and QicLink Claim Systems
Product Team
Development and support in the admin systems for implementation of new Products.
AWD Team
We develop scripts for managing work decisions within the workflows,
creation of reports for monitoring and tracking the work within AWD and
are responsible for the creation and updates to EnCorr letters for the company.
Each part is as important as the next. We work together to create industry leading products, sales and service.
Transamerica Employee Benefits Walkthrough
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