Retirement Service and Support Specialist

Empower Enterprise Philippines, Inc.; Manila; Hybrid; PHP 400,000 - 700,000; Full time

Job summary

Empower Enterprise Philippines, Inc. is seeking a Retirement Plan Administrator to support sales and asset retention by guiding customers through rollover processes and plan options.

You will review requests for compliance, answer inquiries, and coordinate with back-office teams to ensure accurate handling of trades and distributions. The role requires a bachelor's degree and at least two years in defined contribution recordkeeping, FINRA registrations, and strong English communication skills,

Qualifications

• Bachelor’s degree or equivalent education and work experience.
• At least 2 years in defined contribution recordkeeping or retirement plan administration.
• FINRA Series 6 and Series 63 registrations within corporate timelines.
• FINRA fingerprinting required.
• Knowledge of IRAs, retirement plans and related products.
• Proficiency in Word, Excel, PowerPoint and PC file management.
• Excellent written, verbal, and presentation skills.
• Fluency in English.
• Ability to work overnight hours.

Responsibilities

• Support sales and asset-retention objectives by aiding customers and reps with asset movement and rollover transactions.
• Review rollover requests for plan provisions and IRS compliance.
• Identify opportunities to deepen relationships through profiling and needs-based questions.
• Respond to operational inquiries from participants and advisors by phone and email.
• Provide accurate information on retirement products, services, and account activity.
• Process trade requests and coordinate with back-office teams, communicating updates.
• Deliver personalized service with active listening, empathy, and proactivity.
• Support asset retention by educating participants on plan distributions.
• Explain distribution considerations for employer plans and IRAs, including tax implications.
• Deliver solutions while handling high service-request volumes.

Skills

Customer service

Communication

English fluency

Problem solving

Education

Bachelor's degree

Tools

MS Office

Windows OS

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.

What You Will Do

• Support achievement of sales and asset-retention objectives by assisting customers and sales representatives with asset movement, asset gathering, and rollover transactions.
• Review incoming rollover requests for compliance with applicable plan provisions and Internal Revenue Code requirements.
• Identify opportunities to deepen customer relationships through profiling and needs-based questions and facilitate handoffs to appropriate teams.
• Respond to operational and procedural inquiries from retirement plan participants and financial advisors by telephone and email.
• Provide accurate information regarding retirement products, services, account activity, and applicable procedures.
• Process trade requests, research transaction and service-request status, coordinate with back-office teams, and communicate updates to customers.
• Deliver personalized customer service by demonstrating active listening, patience, empathy, authenticity, proactivity, and perseverance.
• Support asset retention by educating participants about available plan-specific and general distribution options.
• Educate customers about distribution considerations involving employer-sponsored retirement plans, individual retirement accounts, and potential tax implications of receiving retirement account proceeds.
• Deliver accurate and appropriate solutions during customer interactions while managing a high volume of service requests.

What You Will Bring

• Bachelor’s degree or an equivalent combination of education and professional work experience.
• At least 2 years of experience in defined contribution recordkeeping or retirement plan administration.
• FINRA Series 6 and Series 63 registrations obtained within established corporate timelines.
• FINRA fingerprinting required.
• Working knowledge of individual retirement accounts (IRAs), retirement investment products and services, and qualified retirement plans.
• Working knowledge of Microsoft Windows and Microsoft Office, including Word, Excel, and PowerPoint, as well as PC-based file management.
• Effective written, verbal, and presentation skills.
• Fluency in English.
• Ability to work overnight hours.

What Will Set You Apart

• Experience managing multiple priorities in a high-volume customer service or financial services environment.
• Knowledge of retirement products, brokerage services, and the mutual fund industry.
• Knowledge of pension or retirement plan rules and regulations.
• Experience with retirement plan operations and relationship management.
• Consulting or needs-assessment skills.
• Ability to learn new products, processes, regulations, and technical information independently.

We are an equal opportunity employer

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.

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Remote and Hybrid Positions

For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work 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 homework environment and the required internet connection.

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