Hybrid Financial Customer Service Professional

at Empower

• Job title: Financial Customer Service Professional
• Job type: Full Time
• Experience level: Junior
• Salary: $37,000 - $50,950 per year
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Phoenix, United States

About the role

• Financial Customer Service Professional supporting customer retirement accounts through phone inquiries in a collaborative call center environment. Requires customer service experience and availability for flexible hours.

Responsibilities

• Responsible for answering incoming telephone inquiries regarding retirement plans from participants, employers, and third-party plan specialists
• Work in collaboration with a team of associates and launch your financial services career in our call center!
• Develop a solid foundation through our paid associate training program and receive continuous coaching for your role and career trajectory
• Provide excellent service within our call center for our customers’ retirement savings accounts
• Educate and empower our customers without having to make cold calls or sales
• Communicate critical plan updates and changes
• Process contribution changes, loans, and withdrawals
• Process general account changes upon direction from the customer

Requirements

• Availability to work a 40-hour work week, outside of traditional business hours, Monday through Friday with an occasional Saturday
• Associate degree or higher AND at least one year of customer service experience (including but not limited to food service, retail, hospitality, teaching, military, or banking) OR two or more years of customer service experience
• Fluency in both English and Spanish
• Financial Services or call center experience
• A passion for providing quality customer service
• Desire to engage with customers over the phone
• Capability to adapt communication style while servicing our diverse customer base
• Attention to detail and ability to learn and apply financial industry policies, processes, and procedures

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.