The posting
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.
Work Location Requirement: This position is designated as an in-office role based at our Greenwood Village, Colorado office. Candidates interested in this opportunity should ensure they are able to meet the in-office attendance requirements associated with this position before applying.
This position is responsible for handling escalated calls, problem resolution and error correction, quality call monitoring and serving as a Principal Reviewer for Workplace Planning & Advice. In partnership with the leadership team, this position provides technical coaching to associates and helps improve associate conversations. The role ensures each element of the WPA team environment remains participant-focused, regulatory compliant, and aligned with the Empower culture, vision, values, and operating principles.
What you will do:
- Live assist with associate questions and issues, typically through chat.
- Handle and respond to complex escalated calls, including researching situations, partnering with other departments and Supervisory Managers, and providing timely resolutions.
- Coordinate and submit requests for research and follow up to ensure complete resolution as needed after the initial call.
- Partner with managers to determine coaching and training needs for WPA associates.
- Identify trends from quality concerns, escalations, and errors; recommend solutions and facilitate coaching with associates’ direct Managers.
- Partner with leadership to resolve exceptions in a timely manner.
- Coordinate the distribution and resolution of service requests (SR) to ensure completion in a timely manner.
- Monitor calls to ensure service excellence in compliance with regulations and quality scoring as part of the Empower Call Model.
- Assist with Best Interest Profile Supervisory reviews to ensure advice delivery aligns with regulatory and Empower standards.
- Serve as a subject matter expert for the WPA team, monitoring resources for accuracy and updates as necessary.
- Respond to managerial feedback and attend meetings and training sessions.
- Coach, mentor, and cross-train employees.
- Partner with other departments and leadership to support new product and process launches.
- Perform additional duties and responsibilities as assigned by direct Manager.
What you will bring:
- Bachelor’s degree or equivalent experience in financial services preferred.
- FINRA Series 7, 24, and 66 preferred (Series 9/10 acceptable substitute for 24).
- FINRA fingerprinting required.
- 3+ years of customer service experience, preferably in a financial services-related field.
- 2+ years in an advisory role or retirement plan type role preferred.
- Motivated self-starter with the ability to master new information quickly and work independently.
- Ability to work in an ambiguous environment with minimal direction to solve problems and improve processes.
- Strong capability to handle escalated situations and manage associate and customer concerns daily.
- Deep knowledge of retirement plans, IRAs, brokerage, and markets.
- Excellent customer service skills with strong organization and follow-up on escalated items.
- Ability to work cross-functionally and build collaborative relationships.
- Demonstrated ability to identify and address associate training and performance gaps effectively.
- Detail-oriented with thorough understanding of regulations and Empower’s written supervisory procedures.
- Proficient in Windows, Microsoft Office Suite (Word, Excel, PowerPoint), and file management tools.
- Excellent written, verbal, consulting, and presentation skills.
- Availability to work between 8 a.m. and 9 p.m. EST (overtime may be available or approved as needed, typically not exceeding 20%).
Work Environment & Disclaimer
This job operates in a professional office environment.
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 to 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, as per terms and conditions of your employment contract.
***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) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all.
Base Salary Range
$72,200.00 - $101,975.00
The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.
Equal opportunity employer • Drug-free workplace
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 (40 and over), 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.
***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***
Job Posting End Date at 12:01 am on:
10-24-2026
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