Sr Mgr Client Service

Empower; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Empower is seeking a Senior Manager Client Service to lead a team of inbound call center representatives serving Empower's retail account owners and to foster a culture of customer success.

You will coach and mentor associates to deliver on-the-call solutions aligned with each customer's financial needs and industry regulations.

The role requires English fluency, FINRA Series 7/24/63, and 10+ years in customer service with 3–5 years in supervision.

Qualifications

• 10+ years customer service experience, preferably in financial industry.
• 3–5 years supervisory experience in a call center.
• Excellent organization, prioritization and planning skills.
• Strong communication skills and fluency in English.
• FINRA Series 7/24/63 and fingerprinting required.

Responsibilities

• Lead a team of inbound call center representatives.
• Meet or exceed call center statistical and quality goals.
• Drive operational excellence by evaluating processes and adopting efficiencies.
• Collaborate across teams to ensure customer success and firm results.
• Handle escalated issues from associates and clients.

Skills

Customer service leadership

Team supervision

English fluency

Communication

Organizational skills

Tools

Salesforce

Recordkeeping system

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.
The Senior Manager Client Service will lead a team of inbound call center representatives to excel in servicing the financial needs of Empower’s retail account owners. The Senior Manager is responsible for building a strong team culture dedicated to customer success.Through coaching, training and mentoring associates, the Senior Manager will build a culture of service excellence that delivers on-the-call solutions centered around each customer’s unique financial needs.

What You Will Do

• Manage a team of inbound call center representatives
• Ensure call center statistical and quality goals are achieved or exceeded
• Drive operational excellence by engaging team, evaluating current processes, and adopting efficiencies
• Work collaboratively across multiple teams to ensure customer success and to drive firm results
• Solve complex operational and customer service needs through expertise in retirement rules, financial markets and FINRA regulations
• Field escalated issues from associates and clients
• Fluency in English
• Perform duties inherent in a managerial position

What You Will Bring

• 10+ years customer service experience, preferably in financial industry
• 3 - 5 years' experience in a supervisory role, preferably in a call center
• Excellent organization, prioritization and planning skills required
• Strong communication skills required
• Fluency in English
• FINRA Series 7 & 24 and Series 63 required
• FINRA fingerprinting upon hire

What Will Set You Apart

• Comprehensive computer skills including ability to quickly learn Empower's recordkeeping system and Salesforce software
• Motivated self-starter who can deliver results in a fast-paced 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.