Manager Participant Services - Assist Team

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 Manager Participant Services Assist Team is responsible for leading a high-performing, unlicensed team that handles incoming assistance and escalation calls from the call center, including support for new hires. This role ensures timely and effective resolution of participant issues by overseeing the routing and response to service requests, while driving productivity and achieving established service level goals. The Manager also plays a key role in recruiting, training, developing, and coaching staff to foster continuous improvement and strong team performance. Success in this role requires a commitment to delivering exceptional customer service, strong critical thinking skills, and the ability to meet departmental, organizational, and regulatory standards.

What you will do

• Provide ongoing coaching, feedback, and career counseling to unlicensed team members.

• Write and deliver effective performance appraisals for all team members, addresses any team performance issues, tracks team members’ attendance and leave schedules.

• Perform quality monitoring on all unlicensed team members.

• Conduct one on one meetings and ongoing coaching with staff.

• Provide ongoing feedback regarding quality of work to team members and works to improve processes and overall quality of team/department.

• Work with Workforce Optimization team with regards to staffing to ensure consistent high level of service is attained.

• Identify trends and determines proactive solutions to maximize service quality.

• Ensure statistical and quality goals are achieved / exceeded.

• Project Management - schedule and facilitate team meetings, implement contests or other morale-building programs, assist in training, liaise with other departments to implement enhancements and/or changes impacting service delivery, work with implementation areas in the incorporation of new business.

• Identify trends in escalated issues and common call reasons for upskill training opportunities.

• Staffing - assesses staffing needs, conducts prospective employee interviews, and makes decisions regarding the hiring of new employees.

What you will bring

• Bachelor's Degree preferred

• 2 or more years of experience handling customer calls in a call center environment.

• 1-2 years of supervisory or management experience in a call center environment preferred.

• FINRA Fingerprinting required

• Superior problem-solving ability and customer service skills.

• Thorough knowledge of Empower procedures and financial markets.

• Strong knowledge of CIRRUS, ONBASE, EASY & CSAS

• Knowledge of retirement plans (401(k), 403b, 457, IRA) as well as multiple product lines

• Strong leadership and interpersonal skills. Ability to lead team and coach others to maximum performance.

• Has demonstrated the ability to lead and motivate others in various initiatives.

• Ability to demonstrate critical thinking and empathy while advocating for customers.

• Demonstrated ability to collaborate across departments and mentor other team members.

• Can work independently, multi-task, meet deadlines, solve problems, and deliver/take constructive feedback.

• Microsoft Word, Excel, Outlook, PowerPoint, EASY, OnBase and SR system experience preferred.

• Strong written and verbal communication skills.

• Fluent English required

• Ability to work overnight hours required

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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.