Senior Manager Brokerage Services

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 Senior Manager Brokerage Services will lead a team of inbound call center representatives to excel in servicing the financial needs of Empower’s retail account owners. Managers are responsible for building a strong team culture with a remote workforce dedicated to customer success. Through coaching, training, and mentoring associates, Managers will build a culture of service excellence that delivers on-the-call solutions centered around each customer’s unique financial needs.  

What you will do 

• Manage team of financial service customer account representatives, providing ongoing coaching, feedback, and career mentoring to team members through regular one-on-one meetings, coaching sessions, and performance conversations.  
• Build/Maintain/Implement new procedures and initiatives (systems, services, or products) to increase customer satisfaction, service quality, and ensure call center statistical and quality goals are achieved or exceeded.  
• Drive operational excellence by engaging team, evaluating current processes, and adopting efficiencies.  
• Develop existing talent (as well as interview and source new hires onto team) through monthly supervisory call reviews, documentation, and coaching of team members as designated by supervisory department.  
• Promote team and culture building by hosting engaging events, meetings, incentives, and knowledge building activities while working collaboratively across multiple teams to ensure customer success that drives firm results. 
• Problem solve complex operational and trading customer service needs through expertise in retirement rules, financial markets, and FINRA regulations.  
• Drive referral opportunity adoption on calls with teams to ensure customers are properly educated on available solutions. 

What you will bring 

• FINRA Series 7, 9/10 or 24 and Series 63 required 
• FINRA fingerprinting upon hire
• Minimum of 3+ years customer service experience in financial industry
• In-depth knowledge of financial industry including brokerage, trading, and retirement rules 
• Complex problem-solving experience within financial services operational areas such as asset movement, trading, and investment management

What will set you apart  

• Bachelor’s degree, business or finance preferred 
• Deep knowledge and experience in equity, option, and fixed income trading 
• Motivated self-starter who can deliver results in a fast-paced environment 
• Comprehensive PC skills including ability to quickly learn Empower’s recordkeeping system and Salesforce software

***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) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business prioriti