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.

As a Senior Representative - New Hire Support you will assist new representatives in training, providing complete and accurate answers to questions they have while taking participant calls. This is done via a new hire assist line, chat, and/or individually. The Senior Representative - New Hire Support will provide education and coaching to new hires on how to locate and utilize resources, system navigation tips, call flows, and any other skills needed to foster confidence to handle calls accurately, efficiently, and independently. In this role you will also serve as a partner, supporting new hires during on-the-job training. You will provide real time feedback to the new representatives, in addition to sharing performance feedback with managers and team leads.

What you will do

• Timely and accurately answer internal calls and/or chats for assistance from new hires.
• Partner with new hires throughout the training period, emphasizing how to utilize resources and system navigation effectively and efficiently.
• Partner with new hires for on-the-job training (live calls), troubleshooting general system issues, as needed.
• Conduct or assist with topic debriefs and mock calls, as well as reinforce new call handling procedures rolled out during training.
• Assist with inbound calls 4-8 hours per week.
• Overtime may be required based on business need.

What you will bring

• Associate degree in business or related field preferred.
• FINRA fingerprinting required.

What will set you apart

• Customer service experience, with some leadership, new hire mentoring, and/or training experience.
• Ability to work a flexible schedule, Monday - Friday.
• Knowledge of retirement plans (401k, 403b, 457, IRA), as well as previous experience handling calls from multiple segments of business.
• Proven strong verbal communication.
• Willingness to set a positive example to new associates through good attendance, adherence to work schedule, and punctuality.

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.