Financial Customer Service Professional

About Empower

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, not only encouraging but celebrating internal mobility. We 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.

This is a remote position, but candidates must live within commuting distance and be willing to meet in person in the Las Vegas area up to 4-6 times per year.

Role Overview: Financial Customer Service Professional

As a Financial Customer Service Professional, you will be responsible for answering incoming telephone inquiries regarding retirement plans from participants, employers, and third-party plan specialists.

What you will do

• Work in collaboration with a team of associates and launch your financial services career in our call center.
• Develop a solid foundation through our paid associate training program and receive continuous coaching for your role and career trajectory, even if you are new to the industry.
• Partner with our team and clients to provide excellent service within our call center for customers' retirement savings accounts.
• Educate and empower our customers without having to make cold calls or sales.
• Communicate critical plan updates and changes.
• Process contribution changes, loans, and withdrawals.
• Process general account changes upon direction from the customer.

What you will bring

• Availability to work a 40-hour work week, outside of traditional business hours, Monday through Friday with an occasional Saturday.
• Associate degree or higher AND at least one year of customer service experience (including but not limited to food service, retail, hospitality, teaching, military, or banking) OR two or more years of customer service experience.
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.

What will set you apart

• Fluency in both English and Spanish.
• Financial Services or call center experience.
• A passion for providing quality customer service.
• Desire to engage with customers over the phone.
• Capability to adapt communication style while servicing our diverse customer base.
• Attention to detail and ability to learn and apply financial industry policies, processes, and procedures.

What Empower offers you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision, and life insurance.
• Retirement savings - 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup.
• Tuition reimbursement up to $5,250/year.
• Business-casual environment that includes the option to wear jeans.
• Generous paid time off upon hire - including a paid time off program plus ten paid company holidays and three floating holidays each calendar year.
• Paid volunteer time - 16 hours per calendar year.
• Leave of absence programs - including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA).
• Business Resource Groups (BRGs) - BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.

Workplace Flexibility

For remote and hybrid positions, you will be required to provide reliable high-speed internet with a wired connection, as well as a dedicated workspace in your home with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable, or DSL internet. Other necessary computer equipment will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.

Key skills/competency

• Customer Service
• Retirement Plans
• Call Center Operations
• Financial Services
• Client Communication
• Inbound Inquiries
• Account Management
• Problem-Solving
• Data Entry
• Multilingual (English/Spanish)