Lead Workplace Planning & Advice - Advisory

Empower • Greenwood Village, CO

1d • $72,200 - $101,975 • Onsite

About The Position

This position handles escalated calls, resolves problems and errors, monitors call quality, and serves as a Principal Reviewer for Workplace Planning & Advice. In partnership with the leadership team, the role provides technical coaching to associates and helps improve associate conversations. It ensures the WPA team environment remains participant-focused, compliant with regulations, and aligned with Empower’s culture, vision, values, and operating principles.

The position is designated as an in-office role at Empower’s Greenwood Village, Colorado office. The role operates in a professional office environment and requires availability to work between 8 a.m. and 9 p.m. EST. Overtime may be available or approved as needed, typically not exceeding 20%.

Requirements

• Bachelor’s degree or equivalent experience in financial services preferred.
• FINRA fingerprinting required.
• At least 3 years of customer service experience, preferably in a financial services-related field.
• Motivated self-starter able to master new information quickly and work independently.
• Ability to work in an ambiguous environment with minimal direction to solve problems and improve processes.
• Ability to handle escalated situations and manage associate and customer concerns daily.
• Deep knowledge of retirement plans, IRAs, brokerage, and markets.
• Excellent customer service skills, organization, and follow-up on escalated items.
• Ability to work cross-functionally and build collaborative relationships.
• Demonstrated ability to identify and effectively address associate training and performance gaps.
• Detail-oriented, with a thorough understanding of regulations and Empower’s written supervisory procedures.
• Proficiency in Windows, Microsoft Office Suite (Word, Excel, and PowerPoint), and file management tools.
• Excellent written, verbal, consulting, and presentation skills.
• Availability to work between 8 a.m. and 9 p.m. EST.
• Must be authorized to work for any employer in the United States; the employer cannot sponsor or take over sponsorship of an employment visa, including CPT/OPT.

Nice To Haves

• FINRA Series 7, 24, and 66; Series 9/10 is an acceptable substitute for Series 24.
• At least 2 years in an advisory role or retirement plan type role.
• Bachelor’s degree or equivalent experience in financial services.

Responsibilities

• Live-assist associates with questions and issues, typically through chat.
• Handle complex escalated calls by researching situations, partnering with other departments and Supervisory Managers, and providing timely resolutions.
• Coordinate research requests and follow up after initial calls to ensure complete resolution.
• Partner with managers to determine coaching and training needs for Workplace Planning & Advice associates.
• Identify trends in quality concerns, escalations, and errors; recommend solutions and facilitate coaching with associates’ direct managers.
• Partner with leadership to resolve exceptions in a timely manner.
• Coordinate distribution and resolution of service requests to ensure timely completion.
• Monitor calls for service excellence, regulatory compliance, and quality scoring under the Empower Call Model.
• Assist with Best Interest Profile supervisory reviews to ensure advice delivery aligns with regulatory and Empower standards.
• Serve as a subject matter expert for the WPA team and monitor resources for accuracy and necessary updates.
• Respond to managerial feedback and attend meetings and training sessions.
• Coach, mentor, and cross-train employees.
• Partner with other departments and leadership to support new product and process launches.
• Perform additional duties and responsibilities as assigned by the direct manager.

Benefits

• Medical, dental, vision, and life insurance.
• 401(k) plan with company matching contributions up to 6%, financial advisory services, potential company discretionary contributions, and a broad investment lineup.
• Tuition reimbursement up to $5,250 per year.
• Business-casual environment, including the option to wear jeans.
• Paid time off upon hire, ten paid company holidays, and three floating holidays each calendar year.
• 16 hours of paid volunteer time per calendar year.
• Leave programs including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA).
• Business Resource Groups open to all employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior