Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

This position is responsible for handling escalated calls, quality call monitoring and completing Best Interest Profile supervisory reviews. They are also responsible for ensuring that each element of the Retirement Consultation team environment is participant focus, regulatory compliant and embodies the Empower culture, vision, value and operating principles.

What you will do

• Responsible for handling and responding to complex, escalated calls.
• Complete all necessary elements of Best Interest Profile supervisory reviews.
• Responsible for call monitoring to ensure service excellence.
• Assist with resource development. Respond to managerial feedback, and attend meetings and training sessions.
• Coach, mentor and cross train new employees as prescribed by Sales Managers.
• Answer incoming telephone inquiries including, but not limited to, requests for general account information, concerns related to contributions and withdrawals.
• Address questions or concerns in relation to participant accounts in accordance with FINRA / SEC guidelines.
• Submit requests for research and follow-up if needed after the initial call.
• May be make outbound calls if necessary.
• Consistent adherence to work schedule and punctuality required.

What you will bring

• Associate's Degree in Business or related field preferred
• With no degree, an additional one to two years directly related experience is required
• 5+ years of customer service experience, preferably in a financial services related field
• FINRA Series 7, Series 63, and Series 24 registrations required within corporate-established timelines. (An existing S9/10 is an acceptable substitute for S24.)
• FINRA Series 65/66 registrations are permissible.
• FINRA fingerprinting required
• Must be available to work overnight hours
• Fluent English

We are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age, race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.