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 Senior Manager Roll-In will provide a best-in-class customer experience by providing direct oversight to Roll-in Consultant interactions with retirement plan participants. The Manager proactively manages daily activities through ongoing call coaching, training and personnel development. The Manager 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
- Lead and manage a team of approximately 20 Roll-In Retirement Consultant to ensure adherence to department policies and winning metrics
- Manage referral generation and asset retention
- Perform call reviews and manage QA trends
- Facilitate timely resolution of customer escalations
- Collaborate with business partners to ensure seamless scheduling of associates and business operations
- Lead strategic operational, workflow and product enhancements
- 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
- Perform duties inherent in a managerial position
What you will bring
- Bachelor's 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
- 1 - 2 years previous management or leadership experience
- FINRA Series 6, 26 and 63 registrations required
- FINRA fingerprinting required
What will set you apart
- Brokerage background
- Strong background in delivery of superior customer service
- Demonstrated superior written and communication skills
- Previous call center experience
- 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
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.