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 Workforce Planning and Advice 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 focused, regulatory compliant and embodies Empower's culture, vision, value and operating principles.

What you will do

• Handle and respond to complex, escalated calls

• Complete all necessary elements of Best Interest Profile supervisory reviews

• Call monitoring to ensure service excellence

• Coach, mentor and cross train new employees as prescribed by Sales Managers

• Answer incoming telephone inquiries including 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

• Make outbound calls as 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 established timelines

• FINRA fingerprinting required upon hire

• Must be available to work overnight hours

• Fluent in 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.