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 operations
• Lead 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 employees
• Coaching and developing employees
• Providing performance feedback and reviews
• Resolves 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 experience
• FINRA Series 6, 26 and 63 registrations required
• FINRA fingerprinting required
• Brokerage background preferred
• Strong background in delivery of superior customer service
• Demonstrated superior written and communication skills
• Fluency in Spanish or other languages a plus
• Previous call center experience is preferred
• Ability to work within a flexible schedule and environment
• Desire to work as a team player and ability to contribute to a positive work environment
• Handles projects or work with defined scope in own discipline and typically has a short-term focus
• Works with guidance on small-scale team/unit projects
• Solves problems in own specialty area
• Makes worthwhile improvements to existing programs and procedures
• Makes practical suggestions for improving work processes in own area
• Works 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.