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 Representative serves as a coach and mentor, along with being a point of escalation if needed for the Participant Service Contact Center where plan participants, employers and third-party plan specialists call, email or instant message with inquiries regarding their retirement plan.

What you will do

• Perform mentoring, coaching and cross training of new and frontline staff.

• Completes Knowledge Checks where appropriate and when necessary, coaching to identified areas of opportunity.

• Providing balanced feedback making sure to recognize the positive and the opportunities.

• Assist management with call reviews of frontline staff.

• Provides feedback and support that allow team Part Satisfaction to be at or above requirement.

• Responsible for handling and responding to escalated calls.

• Identify and address opportunities that keep team escalations within requirement.

• Consistent adherence to work schedule and punctuality required.

• Monitor Team Chat to assist with questions and provide timely responses as well as call out any trends impacting queues and service levels.

• Review Service Requests every day and make sure completed.

• Review and respond to emails based on the urgency of the email and required response.

• Team Engagement – Consistently acts in a positive manner that supports the positive culture and climate we are building. Inspires, collaborates, and strives for continuous improvement within the Care Center.

• Raise process improvement ideas when identified – mindset of can we improve this process.

• Partner with AM for Team/FAST Meetings to discuss current topics and process improvement ideas.

What you will bring

• Associate degree in business or related field preferred

• 2+ years of customer service experience, preferably in a financial service-related field

• Ability to work overnight hours

• Fluent English required

• Knowledge of retirement plans (401(k), 403b, 457, IRA) as well as multiple product lines

• Fingerprinting required

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.