Lead Specialist Retirement Service & Support

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 This position is responsible for providing support to the Consolidation Support team. The primary goal is to provide day-to-day support for Workplace Solutions & Advisory representatives, assisting with complex transactions and questions in the money movement process. The Consolidation Support Team Lead is seen as the subject matter expert related to the transfer and roll-in process. The Lead will be expected to take a leadership role within mentoring and training of new hires. Other responsibilities include developing training and procedures, team recognition, workflow management, reporting, various projects, quality review/coaching, and acting as a knowledge resource on the team What you will do:

• Provides daily quality reviews on complex/high dollar transactions
• Monitors assigned queues to ensure all items are completed; provides coaching as needed to team
• Handles most complex calls across all business functions
• Reviews and provides analysis of specific department reports
• Maintains knowledge required to act as multi-functional representative, performing at an advanced level and serving as a subject matter expert
• Handles escalated calls for all functions
• Identifies service gaps and training opportunities
• Serves as a Subject Matter Expert; facilitates team trainings
• Maintains and updates resources and training materials
• Provides training to new employees
• Provides Team Chat coverage and demonstrates subject matter expertise on multiple functions
• Ability to resolves issues timely and work across business lines
• Reviews calls to assist with escalated situations
• Provide ongoing mentoring and support to team members
• Implements and executes projects and special assignments

What you will bring:

• Bachelor’s degree or an equivalent combination of education and professional work experience
• With no degree, a minimum four years of directly related experience is required.
• FINRA SIE, Series 6 and 63 registrations required within corporate-established timelines
• FINRA Fingerprinting required
• 3 years of customer service experience, preferably in a financial service-related field.
• Experience managing multiple priorities and ability to handle stressful situations and people daily
• Basic working knowledge of Windows, Microsoft Office Software (Word, Excel, PowerPoint, Excel, etc.) and various file manipulation skills on a PC
• Understanding of our product offerings, brokerage, and mutual fund industries.
• Basic understanding of IRAs, retirement investment products/services and the qualified retirement plan environment
• Effective written and verbal skills
• Uses existing procedures to solve routine or standard problems; applies limited judgment and discretion
• Motivated, self-starter with the interest to learn new information quickly and independently
• Fluent English
• Ability to work overnight hours

Normal Office Working Conditions: this job operates in a professional office environment and routinely uses standard office equipment This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason 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.