Lead Specialist Client Service

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 Spec Client Service is responsible for day-to-day oversight of the Client Services teams, including interacting with management and teammates to set priorities, conduct error review, and support training and process improvement initiatives within the team.
What you will do
Provides guidance, coaching, and training to the associates on day-to-day processes and escalated items related to Client Services.
Operates with substantial latitude for un-reviewed action or decision making. Promote efficiencies within the department by coordinating the review of procedure updates and implementation of changes as directed and overseen by manager.
Coordinates with management to establish measures of performance for the department, track said performance, and provide input to be used in conducting employee performance review.
Ensures completion of recurring and routine audits, reporting, and projects on a monthly/quarterly basis.
Assists teams with daily processing, quality control, and escalated service calls as needed, as well as other responsibilities as assigned.
What you will bring
Bachelor's Degree in Business, or equivalent experience.
FINRA Fingerprinting required
Strong customer service skills and the ability to take escalated calls involving complex situations.
Demonstrated leadership abilities such as coaching peers and less senior employees, creating process improvements, and handling of escalated matters.
Ability to collaborate with all levels of management and teammates to accomplish daily deliverables.
Excellent communication and organizational skills with strong attention to detail
Ability to multi-task and prioritize workload in high paced environment to complete tasks within established timelines.
Must be fluent in English
Must be available to work overnight hours
Normal Office Working Conditions: this job operates in a professional office environment and routinely uses standard
office equipment.
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.