Associate Client Service Manager - Inbound Call Center

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 Associate Client Service Manager - Inbound Call Center is responsible for answering incoming telephone inquiries regarding retirement plans from plan sponsors, advisors, partners, and third-party administrators. Accountable for daily support of our clients and intermediaries by responding timely and accurately to general and technical inquiries. Manage daily communications with internal and external parties to maintain strong client relationships; manage and coordinate inquiries and address issues within required timeframes.

What You Will Do

• Serve as an inbound client service contact, responding to telephone inquiries regarding retirement plans from plan sponsors, advisors, partners, and third-party administrators (TPAs).
• Provide timely and accurate responses to general and technical retirement plan inquiries while delivering a high level of client service.
• Proactively follow up on outstanding client inquiries and issues with internal functional teams and external stakeholders.
• Research and resolve inquiries related to contributions, loans, distributions, enrollment, payroll support, compliance, audits, reporting, and general retirement plan administration.
• Track client issues through resolution and keep clients informed of progress, status, and next steps.
• Educate clients on retirement plan provisions and the functionality of the plan sponsor website and EIVR.
• Promptly manage and escalate issues requiring additional review or specialized support.
• Promote client self-service and provide education on available functionality and resources within the Plan Service Center site.
• Maintain effective communication with internal and external stakeholders to support positive client relationships and timely issue resolution.

What You Will Bring

• High school diploma.
• 0-1 years of experience in the financial services industry.
• Knowledge of Microsoft Office Suite.
• FINRA Fingerprinting required upon hire.
• Strong customer service skills with the ability to respond professionally and accurately to inbound client inquiries. This competency is central to the role but is not currently stated as a required qualification.
• Ability to communicate effectively by telephone and manage multiple client inquiries within established service timeframes.

What Will Set You Apart

• Knowledge of the Employee Retirement Income Security Act (ERISA), U.S. Department of Labor (DOL), and applicable Internal Revenue Service (IRS) regulations related to retirement plans.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities, prioritize work, and problem-solve effectively.
• FINRA Series 6 registration permitted but not required.

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.