[Remote] Lead Associate - Financial Wellness Planning & Advisory Services

Note: The job is a remote job and is open to candidates in USA. Empower is a financial services company focused on helping customers achieve financial freedom. The Lead Financial Wellness Planning and Advisory Services Associate handles escalated participant issues, conducts quality and supervisory reviews, coaches associates, and analyzes operational data to improve service quality, performance, and regulatory compliance.

Responsibilities

• Responsible for handling and responding to complex escalated calls including, working with the participant, researching the situation, timely resolution in partnership with Supervisory Managers, as well as related coaching with associates
• Handle complex escalated participant calls, research issues, coordinate timely resolutions with Supervisory Managers, and provide related coaching to associates
• Coordinate research requests and follow up to ensure complete resolution of participant issues
• Partner with Supervisory Managers to resolve exceptions and complex service issues in a timely manner
• Monitor calls for service quality, regulatory compliance, and opportunities for associate coaching and development
• Coach associates on cross-selling, wealth management, and tax-exempt strategies to strengthen participant conversations
• Analyze call statistics, quality results, escalations, exceptions, service requests, and other operational data to identify trends, patterns, and opportunities for improvement
• Develop and communicate data-driven insights and recommendations to leadership to support operational, service quality, and associate performance improvements
• Use reporting and analytical tools to evaluate performance metrics and translate findings into actionable recommendations
• Coordinate the distribution and resolution of service requests to support timely completion
• Provide managers with feedback on call quality, identified issues, and associate training opportunities
• Complete all required elements of Best Interest Profile supervisory reviews
• Support leadership with the development of job aids, new-hire training, new-product training, performance metrics, and other resources
• Serve as a subject matter expert and develop training materials, including job aids and training manuals, in partnership with management and training teams
• Complete fraud verification for distributions exceeding established policy thresholds, including required second-level verification prior to distribution
• Research and address participant account questions and concerns in accordance with FINRA and SEC guidelines, including situations involving disputed commitments
• Coach, mentor, train, and cross-train associates
• Make outbound calls as required by business needs
• Serve as a Principal on staff
• Attend required meetings and training sessions and respond appropriately to managerial feedback

Skills

• Bachelor's Degree or equivalent experience in financial services
• FINRA Series 7, 24, 63, and 65 registrations required
• FINRA fingerprinting required
• Five years of wealth management experience
• *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.*
• Experience in brokerage trading and trade approval preferred
• Analyst or data analytics experience, including experience analyzing operational or performance data to identify trends and support business decisions
• Experience developing reports, dashboards, metrics, or data-driven recommendations for business leaders
• Experience using reporting and analytical tools to evaluate business and performance data
• Experience with brokerage trading and trade approval
• Demonstrated ability to effectively handle and resolve escalated client issues
• Deep knowledge of wealth management and tax-exempt sales strategies
• Ability to coach and train associates and develop job-related resources
• Dependability and sound judgment

Benefits

• Flexible work environment
• Fluid career paths and internal mobility
• 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) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.
• Remote work arrangement
• Other necessary computer equipment will be provided

Company Overview