Client Service Manager
2 weeks ago
Empower Overview
We empower our people to transform financial lives by providing a flexible work environment and fluid career paths. Our associates dedicate thousands of hours to volunteering for causes that matter most to them, creating a welcoming and inclusive environment within Empower and our communities.
Job Description
The Senior Client Service Manager functions as a knowledge leader in the inbound call center, handling front-line resolution of customer escalations, complaints, and complex issues. They enable inbound representatives to have immediate support during complex customer calls, provide peer mentoring, feedback, and non-supervisory coaching for representatives on complex matters.
Key Responsibilities
- Function as an SME to all representatives in processes and procedures by holding meetings, creating documentation, and answering questions to help with call flow.
- Address, research, and resolve any complex issues regarding our retail products.
- Deliver a responsive client experience by taking ownership, delivering accurate information, and collaborating with internal business partners.
- Assist in facilitating procedural and regulatory adherence through monthly non-supervisory call reviews, training sessions, and targeted non-supervisory coaching and feedback.
- Create a positive service experience by confidently navigating problems and finding solutions independently.
- Learn, maintain, and demonstrate detailed knowledge of Empower's customer experience, product offerings, and processes.
- Excellent time management skills and ability to prioritize competing tasks.
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