Retirement Service and Support Specialist

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 Retirement Service and Support Specialist supports sales representatives, retirement plan participants, and financial advisors through inbound and outbound calls and email. The Specialist supports the Retirement Consultation Team with sales, service, operational, and technical needs while assisting customers with retirement account activities, including asset gathering and rollover transactions.

The role applies knowledge of individual retirement accounts (IRAs), retirement investment products and services, qualified retirement plans, and distribution options to provide personalized customer service. The Specialist manages a high volume of customer interactions efficiently and accurately while supporting retirement sales teams and helping participants make informed distribution decisions.

What You Will Do

• Support achievement of sales and asset-retention objectives by assisting customers and sales representatives with asset movement, asset gathering, and rollover transactions.
• Review incoming rollover requests for compliance with applicable plan provisions and Internal Revenue Code requirements.
• Identify opportunities to deepen customer relationships through profiling and needs-based questions and facilitate handoffs to appropriate teams.
• Respond to operational and procedural inquiries from retirement plan participants and financial advisors by telephone and email.
• Provide accurate information regarding retirement products, services, account activity, and applicable procedures.
• Process trade requests, research transaction and service-request status, coordinate with back-office teams, and communicate updates to customers.
• Deliver personalized customer service by demonstrating active listening, patience, empathy, authenticity, proactivity, and perseverance.
• Support asset retention by educating participants about available plan-specific and general distribution options.
• Educate customers about distribution considerations involving employer-sponsored retirement plans, individual retirement accounts, and potential tax implications of receiving retirement account proceeds.
• Deliver accurate and appropriate solutions during customer interactions while managing a high volume of service requests.

What You Will Bring

• Bachelor’s degree or an equivalent combination of education and professional work experience.
• At least 2 years of experience in defined contribution recordkeeping or retirement plan administration.
• FINRA Series 6 and Series 63 registrations obtained within established corporate timelines.
• FINRA fingerprinting required.
• Working knowledge of individual retirement accounts (IRAs), retirement investment products and services, and qualified retirement plans.
• Working knowledge of Microsoft Windows and Microsoft Office, including Word, Excel, and PowerPoint, as well as PC-based file management.
• Effective written, verbal, and presentation skills.
• Fluency in English.
• Ability to work overnight hours.

What Will Set You Apart

• Experience managing multiple priorities in a high-volume customer service or financial services environment.
• Knowledge of retirement products, brokerage services, and the mutual fund industry.
• Knowledge of pension or retirement plan rules and regulations.
• Experience with retirement plan operations and relationship management.
• Consulting or needs-assessment skills.
• Ability to learn new products, processes, regulations, and technical information independently.

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.