Lead Assoc Client Service

2 days ago

Manila, National Capital Region, Philippines Empower Full time ₱1,500,000 - ₱3,000,000 per year

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 Client Service Associate is a knowledge leader in the inbound call center. They will handle front line resolution of customer escalations, complaints, and complex issues, enabling inbound representatives to have immediate support during complex customer calls. They will also provide peer mentoring, feedback, and coaching for representatives on complex matters.

What you will do

  • Subject matter expert 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 that may be escalated regarding Empower's retail products
  • Deliver a responsive client experience by taking ownership, delivering accurate information, and collaborating with internal business partners
  • Facilitate procedural and regulatory call adherence through monthly call reviews, training sessions, and targeted 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

What you will bring

  • 2+ years customer service experience in financial industry
  • 5 years of previous call center experience
  • Strong active listening and verbal communication skills to support our diverse customer base
  • Ability to use, navigate, and troubleshoot technology and operate multiple technology platforms simultaneously
  • Demonstrate enthusiasm for providing quality service in a professional environment
  • Ability to work in a fast paced, client-driven call center with a cheerful outlook
  • FINRA Series 6, 26, 63 required within established timeframes
  • FINRA fingerprinting upon hire
  • Ability to work overnight hours
  • Some travel required
  • Fluent in English

What will set you apart

  • Retail, IRA, and/or 401(k) customer service experience
  • In-depth knowledge of Financial Industry including brokerage, trading, and retirement rules
  • Experience with trading in equities, fixed income, and options
  • Pershing/NetX360 experience

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, 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. 

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