Financial Customer Service Representative

Empower; United States; Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Tuition reimbursement

Paid time off

Job summary

Empower invites you to start your financial services career in our call center. Through paid associate training and ongoing coaching, you will build a foundation while supporting customers with their retirement accounts.

Collaborate with a team to handle account changes, communicate plan updates, and assist customers over the phone. We offer flexible hours, comprehensive benefits, and opportunities for growth within a values-driven company.

Qualifications

• 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.

Responsibilities

• Provide excellent service within the call center for customers’ retirement savings accounts.
• Educate and empower customers without cold calls or sales.
• Communicate critical plan updates and changes.
• Process contribution changes, loans, and withdrawals.
• Process general account changes upon customer direction.

Skills

Customer service

Phone etiquette

Communication

Adaptability

Education

Associate degree or higher

1+ year customer service

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

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

• 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.

***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 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

$39,700.00 - $54,550.00

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 diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), 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.

***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 home work environment and the required internet connection.***