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.

Provide a best in class customer experience by providing direct oversight to Roll-in Consultant interactions with retirement plan participants. Proactively manage daily activities through ongoing call coaching, training and personnel development. Actively seeks best practices and optimal operational effectiveness. Helps to drive Roll-In Strategy including coordination and execution of Concierge Deployments in addition to collaboration with other Business Unit leadership to help drive overall business results in addition to team results.

 

What you will do

Leads and manages a team of specialists to ensure adherence to department policies and winning metrics.Develops associates through coaching and mentoring.Manage referral generation and asset retention.Perform call reviews and manage QA trends.Facilitate timely resolution of customer escalations.Play an active role in representative training.Achieving results and providing daily activity reporting to management. Recruit, interview and hire new employees as needed. Collaborate with business partners to ensure seamless scheduling of associates and business operationsLead strategic operational, workflow and product enhancements. This may include vendor management and optimization.Ensure compliance and strict adherence to policies and procedures.  Perform registered principal supervisory controls of registered representatives including but not limited to participant correspondence and practices.  Provide registered principal coverage to cross functional teams as necessary.​This manager is the direct supervisor for the department’s Roll-in Retirement Consultants. There are approximately 20 Roll-in Retirement Consultants reporting to this position.Interviewing and selecting employeesCoaching and developing employeesProviding performance feedback and reviewsResolves most questions and problems, and refers only the most complex issues to higher levels

What you will bring

Bachelors degree in Business or related field preferred.With no degree, a minimum four years of directly related experience is required.3 years of customer service experience, preferably in a financial services related field, with 1-2 years previous management or leadership experienceFINRA Series 6, 26 and 63 registrations requiredFINRA fingerprinting requiredBrokerage background preferredStrong background in delivery of superior customer serviceDemonstrated superior written and communication skillsFluency in Spanish or other languages a plusPrevious call center experience is preferredAbility to work within a flexible schedule and environmentDesire to work as a team player and ability to contribute to a positive work environmentHandles projects or work with defined scope in own discipline and typically has a short-term focusWorks with guidance on small-scale team/unit projectsSolves problems in own specialty areaMakes worthwhile improvements to existing programs and proceduresMakes practical suggestions for improving work processes in own areaWorks for consensus and contributes to achievement of work group goals

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.