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 Retirement Service and Support Specialist supports sales representatives, plan participants and advisors through inbound, outbound calls and emails. Representatives support RSG Retirement Consultation Team with their sales production, service, operational and technical needs as well as direct customers with various account activity needs. Retirement Specialists will assist with asset gathering and ensure successful completion of rollover activities. They will utilize detailed information on IRA, investment products, and has a solid understanding of the qualified plan environment. The Specialist provides high level personalized customer service by conducting detailed discussions on distribution options with participants in public and non-profit organizations including state and local governments, hospitals, charitable institutions, as well as public schools and universities. The Specialist will have a strong focus on the efficient and accurate handling of a high volume of customer service calls and will help the Retirement Consultation sales teams as necessary.

What you will do:

• Enable successful achievement of sales targets through customer and sales rep support of asset movement and asset gathering transactions
• Ensures Incoming Rollovers requests follow the Plan and IRC provisions, as applicable
• Identify opportunities to deepen customers through profiling, trigger questions and hand off to appropriate team
• Maintains knowledge required to act as multi-functional representative, performing at an advanced level
• Answer and respond appropriately to operational and procedural inquiries from current retirement plan participants and their advisors via telephone
• Demonstrate resourcefulness to deliver accurate product information and great service. Handle a high level of requests for information, process trade requests, research status of requests, communicate appropriately with back office personnel, and present a professional image
• Deliver personalized service and responds to a variety of plan and policy-related questions by exhibiting listening, patience, empathy, authenticity, proactivity, and perseverance with external and internal customers
• Provides telephone support on items related to incoming rollovers, saving, and investing, including working with internal Sales and Operations teams, as well as external companies to drive successful completion of rollovers
• Other duties as assigned
• Retains assets through education of available plan specific and general distribution options
• Engages in a dialogue which educates  customers in making informed distribution decisions on  participating  in a company sponsored retirement plan or an individual retirement account versus the tax implications of taking receipt of the proceeds from their retirement accounts
• Answer questions and assist team members as needed
• Provide mentoring to new staff
• Delivers optimal solutions to customers in every interaction
• Suggests and implements improvements and changes
• Implements and executes projects and special assignments
• Maintains and updates resources and identify trends and service gaps

What you will bring:

• Bachelor’s degree or an equivalent combination of education and professional work experience
• FINRA Series 6 and 63 registrations required within corporate-established timelines
• FINRA Fingerprinting required
• 2 years’ experience in the defined contribution recordkeeping or plan administration business
• Technical experience with pension rules and regulations, operational experience and relationship management skills preferred
• Experience managing multiple priorities and ability to handle stressful situations and people daily
• Basic working knowledge of Windows, Microsoft Office Software (Word, Excel, PowerPoint, Excel, etc.) and various file manipulation skills on a PC
• Understanding of our product offerings, brokerage and mutual fund industries.
• Basic understanding of IRAs, retirement investment products/services and the qualified retirement plan environment
• Effective written, verbal and presentation skills
• Uses existing procedures to solve routine or standard problems; applies limited judgment and discretion
• Basic consulting skills
• Motivated, self-starter with the interest to learn new information quickly and independently
• Fluent English
• Ability to work overnight hours

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 comprehensive 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 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.