| Company Name: |
Empower |
| Location: |
Manila, PH |
| Position Type: |
Full Time |
| Post Date: |
09/28/2024 |
| Expire Date: |
03/18/2026 |
| Job Categories: |
Computers, Software, Customer Service and Call Center, Finance/Economics, Financial Services, Information Technology, Military, Retail/Wholesale, Executive Management, Quality Control |
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Sr Mgr Client Service-1
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 Sr Manager Client Service will lead a team of inbound call center representatives to excel in servicing the financial needs of Empowers retail account owners. Responsible for building a strong team culture dedicated to customer success. Through coaching, training and mentoring associates, will build a culture of service excellence that delivers on-the-call solutions centered around each customer’s unique financial needs. ESSENTIAL FUNCTIONS: Manages a team of inbound call center representatives. Provide ongoing coaching and feedback to team members through regular one-on-one meetings, coaching sessions, and performance conversations. Ensures call center statistical and quality goals are achieved or exceeded. Drive operational excellence by engaging team, evaluating current processes, and adopting efficiencies. Develop talent, interview and source new hires onto team. Promote team and culture building by hosting engaging events, meetings, incentives, and knowledge building activities. Work collaboratively across multiple teams to ensure customer success and to drive firm results. solve complex operational and customer service needs through expertise in retirement rules, financial markets and FINRA regulations. Fields escalated issues from associates and clients. Other duties as assigned.
QUALIFICATIONS: - FINRA Series 6 and 26 required OR FINRA Series 7 and 24, and Series 63 required.
- FINRA fingerprinting upon hire.
- 10+ years customer service experience, preferably in financial industry with 3-5 years experience in a supervisory role, preferably in a call center
- Motivated self-starter who can deliver results in a fast-paced environment.
- Excellent organization, prioritization and planning skills required.
- Strong communication skills required.
- Comprehensive PC skills including ability to quickly learn Empower Retirement's recordkeeping system and Salesforce software.
Normal Office Working Conditions: this job operates in a professional office environment and routinely uses standard office equipment. This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. 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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