Job description
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 Lead Workplace Planning & Stock Plan Participants Services Associate is responsible for handling escalated calls, quality call monitoring, serving as a Principal reviewer and completing Best Interest Profile supervisory reviews for the multi-site RSG-AAG Investment Service team. In partnership with the leadership team, this position is responsible for coaching associates and improving the wealth management conversations and ensuring that each element of the Investor Service team environment is participant focused, regulatory compliant, and embodies the Empower culture, vision, value and operating principles.
What You Will Do
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 EAG 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
What You Will Bring
Bachelor's Degree or equivalent experience in financial services
Five years of wealth management experience.
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
What Will Set You Apart
Demonstrated ability to coach, train, and develop associates.
Experience developing job aids, training materials, or other role-related resources.
Sound judgment, reliability, and the ability to navigate complex participant and supervisory issues.
***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***
What we offer you
We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.
Medical, dental, vision and life insurance
Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
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.
Base Salary Range
$65,600.00 - $92,675.00The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.
Equal opportunity employer • Drug-free workplace
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 (40 and over), 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.
***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***
Job Posting End Date at 12:01 am on:
10-08-2026Want the latest money news and views shaping how we live, work and play? Stay in the know with The Currency and sign up for Empower’s free newsletter.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.