Associate Client Service Manager - Inbound Call Center

Empower; Manila; On-site; PHP 300,000 - 400,000; Full time

Job summary

The Hispanic Alliance for Career Enhancement is seeking an Associate Client Service Manager for their Inbound Call Center in Manila, Philippines. This role involves managing client inquiries regarding retirement plans and ensuring high levels of client satisfaction through effective communication.

Candidates should possess a high school diploma and up to one year of experience in financial services. A knowledge of Microsoft Office Suite is essential. The company promotes a diverse and inclusive work environment.

Qualifications

• 0 - 1 years' experience in the financial services industry.
• FINRA fingerprinting required upon hire.
• Knowledge of ERISA, DOL and applicable IRS regulations related to retirement plans is an asset.

Responsibilities

• Proactively follow up on outstanding issues with internal functional areas.
• Handle issues related to contributions, loans, enrollments, and general inquiries.
• Ensure issues are resolved, keeping clients apprised of progress.

Skills

Knowledge of Microsoft Office Suite

Strong written and verbal communication skills

Ability to multi-task, prioritize, and problem-solve effectively

Education

High school diploma

Job description

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.

Associate Client Service Manager - Inbound Call Center

The Associate Client Service Manager - Inbound Call Center is responsible for answering incoming telephone inquiries regarding retirement plans from plan sponsors, advisors, partners, and third-party administrators. Accountable for daily support of our clients and intermediaries by responding timely and accurately to general and technical inquiries. Manage daily communications with internal and external parties to maintain strong client relationships; manage and coordinate inquiries and address issues within required timeframes.

What you will do

• Proactively follow up on outstanding issues with internal functional areas as well as with external clients
• Handle issues related to: contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries
• Ensure issues are being resolved and clients are kept apprised of progress ensuring the highest level of client service and satisfaction
• Educate clients on plan provisions and functionality of plan sponsor website and EIVR
• Promptly handle escalated issues
• Promote self-service and education on the Plan Service Center site

What you will bring

• High school diploma
• 0 - 1 years' experience in the financial services industry
• Knowledge of Microsoft Office Suite
• FINRA fingerprinting required upon hire

What will set you apart

• Knowledge of ERISA, DOL and applicable IRS regulations related to retirement plans
• Strong written and verbal communication skills
• Ability to multi-task, prioritize, and problem-solve effectively
• FINRA Series 6 permitted, but not required

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.