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 Manager Participant Services is responsible for managing a team of representatives who answer incoming phone inquiries regarding retirement plans, while ensuring maximum productivity and service quality. The Manager is responsible for hiring new staff, training, development, and coaching on an ongoing basis, as well as meeting specific departmental, company, and regulatory requirements.
What you will do
Manage a team of call center representatives and coordinate client service inbound call center to ensure consistent high level of service is attained
Identify trends and determine proactive solutions to maximize service quality
Serve as a Supervising Principal for FINRA Series 6/63 licensed representatives and be familiar with all FINRA and SEC regulations
Perform weekly quality monitoring on all team members
Ensure call center statistical and quality goals are achieved/exceeded
Schedule and facilitate team meetings, implement contests or other morale-building programs, assist in training, liaise with other departments to implement enhancements and/or changes impacting the call center, work with implementation areas in the incorporation of new business
Identify trends in escalated issues and proactively address with staff
Duties inherent in a supervisory position
What you will bring
Bachelor's degree, preferably in a business-related field
Without a degree, 3 years of management experience required, preferably in a call center
Excellent organization, prioritization, and planning skills required
Strong communication skills required
Fluent in English
Ability to work overnight hours
FINRA Series 6, 63, and 26 licenses required within established timeframes
FINRA fingerprinting required upon hire
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.
