Financial Customer Service Professional

Empower Retirement; United States; On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

Tuition reimbursement

Paid time off

Job summary

Empower Retirement in the United States is seeking a call center professional to answer retirement plan inquiries from participants, employers and third-party specialists. You will train in a paid program and advance through coaching to support customers over the phone.

This role emphasizes not selling, but educating customers about plan updates, contribution changes, loans and withdrawals. Fluency in English and Spanish is required, and availability for a 40-hour work week with occasional

Qualifications

• Associates degree or higher required, or two or more years of customer service experience.
• At least one year of customer service experience if holding an associates degree or higher, or two+ years without.
• Fluency in both English and Spanish.
• Willingness to work overtime as needed and to cover a 40-hour week.

Responsibilities

• Answer incoming retirement plan inquiries from participants, employers and third-party plan specialists.
• Provide excellent call center service without engaging in cold calling or sales.
• Educate customers on plan updates and changes.
• Process contribution changes, loans, and withdrawals, and other general account changes.
• Collaborate with team and clients to ensure accurate information and smooth service.

Skills

Bilingual English/Spanish

Customer service

Phone support

Communication skills

Education

Associates degree or higher

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 contact center is open until 10:00 p.m. Eastern and shifts are assigned based on business need. The closing shift is generally the highest business need and earlier shifts cannot be guaranteed.

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! New to the industry? No problem. Develop a solid foundation through our paid associate training program and receive continuous coaching for your role and career trajectory. Partner with our team and clients to:

• Provide excellent service within our call center for our 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
• Associates 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
• Fluency in both English and Spanish
• Capability to work overtime as required based on business need

What will set you apart

• 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

Required Minimum Internet Specifications

To ensure you are set up for success, you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to attend training and work without interruption. Other necessary computer equipment, headset and training materials will be provided.

• Minimum service level of 50Mbps download and 10Mbps upload to ensure the best voice quality
• Associates are required to connect their computers directly to a modem or router using an Ethernet cable to ensure consistent voice quality.

#PJPS

Overtime may be required based on business need.

What we offer 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.

Base Salary Range

$37,800.00 - $51,975.00 The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer - Drug-free workplace

We are an equal opportunity employer with a commitment to diversit