Lead Associate – Financial Wellness Planning, Advisory Services

🔥 12 minutes ago

🇺🇸 United States – Remote

💵 $65.6k - $92.7k / year

⏰ Full Time

🟠 Senior

💸 Financial Planning and Analysis (FP&A)

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Empower

WebsiteLinkedInAll Job Openings

10,000+ employees

💸 Finance

💳 Fintech

👥 B2C

Finance • Fintech • B2C

Empower is a leading provider of financial services focused on helping individuals and organizations achieve financial freedom through retirement planning and investment management. Serving over 19 million Americans, Empower offers a comprehensive suite of finance-related services, including smart planning and investment advice, and tools like the Empower Personal Dashboard™ for a complete financial view. The company is renowned as a top retirement plan provider and works closely with personal investors, workplace plan savers, plan sponsors, and financial professionals. Empower is also recognized for initiatives in Diversity, Equity, Inclusion, and has a social commitment that bolsters community impact.

📋 Description

• Responsible for handling and responding to complex escalated calls including, working with the participant, researching the situation, timely resolution in partnership with Supervisory Managers, as well as related coaching with associates • Coordinate and submit requests for research and follow up to ensure complete resolution as needed after the initial call • Partner with supervisory managers to resolve exceptions in a timely manner • Provide on-going coaching to associates on cross selling, wealth management, and tax-exempt strategies to new and existing representatives to develop a well-rounded wealth management conversation • Coordinate the distribution and resolution of service requests (SR), to ensure completion in a timely manner • Provide input to managers regarding quality of calls, issues identified, and recommend training for associates • Identify trends from quality concerns, escalations, exceptions, and reviewing daily call statistics; recommend solutions to management • Responsible for call monitoring to ensure service excellence • Responsible for completing all necessary elements of Best Interest Profile Supervisory reviews • Support the leadership team with resource development for job aids, new hire training, new product training, metrics, etc. • As a subject matter expert for team, develop training materials such as job aids and training manuals in partnership with management and the RSG training team • Responsible for completing the fraud verification process for distributions over the specified amount per policy to ensure second level verification prior to distribution • Address questions or concerns in relation to participant accounts in accordance with FINRA / SEC guidelines including research for customer calls where the customer believes a commitment was made to them and that commitment is outside guidelines • Respond to managerial feedback and attending meetings and training sessions • Coach, mentor, and cross train all employees • Partner with supervisory managers to help them resolve exceptions in a timely manner • Handle client escalated issues; responsible for resolution

🎯 Requirements

• Bachelor's Degree or equivalent experience in financial services • FINRA Series 7, 24, 63, and 65 registrations required • FINRA fingerprinting required • Experience in brokerage trading and trade approval preferred • Five years of wealth management experience preferred • Demonstrated ability in effectively handling client escalated issues • Dependable with good judgment • Deep knowledge wealth management and tax-exempt sales strategies • Ability to coach, train, and develop job-related resources

🏖️ Benefits

• Medical, dental, vision and life insurance • Retirement savings – 401(k) plan with generous company matching contributions (up to 6%) • Tuition reimbursement up to $5,250/year • Business-casual environment that includes the option to wear jeans • Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year • Paid volunteer time — 16 hours per calendar year • Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA) • Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.