Remote Defined Contribution Team Leader

Alight Solutions

North Carolina

On-site

USD 60,000 - 70,000

Full time

8 days ago

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Job summary

Alight Solutions in North Carolina seeks a senior team leader to oversee Registered Representatives supporting employer-sponsored retirement plans. You will drive service quality, deliver retirement-education and financial wellness guidance, and ensure compliant operations.

The role emphasizes coaching, monthly call evaluations, and policy-adherence, with potential travel for interviews and site visits as needed.

Qualifications

Possess FINRA Series 6 and Series 63 licenses.
Ability to obtain a Series 24 or Series 26 license within six months of hire.
Experience in financial services and/or the 401(k) and retirement-benefits industry.
Advanced knowledge of investments and employer-sponsored retirement plans.
Working knowledge of qualified retirement-plan requirements.
Intermediate knowledge of relevant compliance, regulatory, and legislative requirements.
People leadership experience in a contact center or customer-service environment.
Experience coaching and developing team members.
Experience creating and maintaining audit and compliance procedures.
Experience handling customer escalations and complaints.

Responsibilities

Partner with the Financial Services team to monitor and continuously improve service quality, with a focus on associate development.
Coach and develop Registered Representatives through ongoing feedback, timely coaching, and support.
Complete required monthly call evaluations and conduct silent monitoring when appropriate.
Administer applicable customer care and HR policies and support performance-management processes.
Manage compensation and pay processes for aligned Registered Representatives within established budgets and guidance.
Support associates in achieving service and performance metrics, including handle-time and schedule-adherence expectations.
Provide Registered Representatives with program, policy, procedure, and tool expertise, with a focus on effectively resolving customer concerns and escalations.
Provide guidance related to defined contribution plans, including distributions, loans, investment choices, and plan-specific provisions.
Build knowledge of financial wellness solutions and effectively communicate relevant information and direction to the team.
Identify opportunities to improve processes, desktop tools, and client procedures and share recommendations with appropriate partners.
Maintain compliance with applicable AFS Written Supervisory Procedures (WSPs) and FINRA supervisory requirements.
Contribute to the development of AFS supervisory procedures and help ensure policies and client interactions meet applicable regulatory requirements.