With goals of improving customer service by exploiting Internet use and providing alternative services to customers, CIO Frank Rosa has added the responsibilities of vice president of customer service for Transamerica Occidental Life Insurance Co., (TO-LIC, Kansas City) a unit of AEGON USA/Transamerica.
"I am responsible for all technology in the insurance and investment groups, as well as customer service, including claims processing and call center management," says Rosa.
Rosa is looking into ways of improving customer service by handling more calls at the point of contact, instead of having to return the customer's call at a later time. He is also looking for ways to make better use of the company's interactive voice response technology, with the eventual goal of providing customers with information without having to speak directly with one of TOLIC's customer service representatives. Rosa also will explore ways of improving customer self-service options via the Internet to "enable customers to be as self-serviced as they wish."
Another priority of Rosa's will be to determine what steps will be made with TOLIC's legacy systems.
Rosa was first hired by AEGON in 1982 to manage product and investment systems. He joined TOLIC in July 2000 as chief information officer and vice president. Before joining TOLIC, Rosa mananaged systems and operations, and was in charge of the acquisition of hardware and software, annuity operations and large project management, for an AEGON-Banamex (Mexico City) joint venture.