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.

The Lead Associate Client Service functions as a knowledge leader in the inbound call center. They additionally handle front line resolution of customer escalations, complaints, and complex issues, enabling inbound representatives to have immediate support during complex customer calls. They will also provide peer mentoring, feedback and coaching for representatives on complex matters.

What you will do

• Function as an SME to all representatives in processes and procedures by holding meetings, creating documentation, and answering questions to help with call flow. 
• Address, research, and resolve any complex issues that may be escalated regarding our retail products.
• Deliver a responsive client experience by taking ownership, delivering accurate information, and collaborating with internal business partners.
• Facilitate procedural and regulatory adherence through monthly call reviews, training sessions, and targeted coaching and feedback.
• Create a positive service experience by confidently navigating problems and finding solutions independently.
• Learn, maintain, and demonstrate detailed knowledge of Empower’s customer experience, product offerings and processes.
• Excellent time management skills and ability to prioritize competing tasks.

What you will bring

• Minimum of 2+ years customer service experience in financial industry
• FINRA Series 6, 26, 63 are required, 7 and 24 are permitted.
• FINRA fingerprinting upon hire.
• 5 years of previous call center experience
• Demonstrate enthusiasm for providing quality service in a professional environment.
• Ability to work in a fast paced, client-driven call center with a cheerful outlook.
• Strong active listening and verbal communication skills to support our diverse customer base.
• Ability to use, navigate, and troubleshoot technology and operate multiple technology platforms simultaneously.
• Fluent English
• Ability to work overnight hours
• Some travel required
• Retail, IRA, and/or 401K customer service experience preferred
• Brokerage Experience desired
• Experience with trading in equities, fixed income, and options preferred
• Pershing/NetX360 experience desired
• In-depth knowledge of Financial Industry including Brokerage, Trading, and Retirement Rules preferred
  

Normal Office Working Conditions: this job operates in a professional office environment and routinely uses standard office equipment.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required to perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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.