Job Description

Grow your career with a growing organization

Whether they\xe2\x80\x99re helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that\xe2\x80\x99s hard to beat. And from a personal satisfaction perspective, you\xe2\x80\x99ll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.

Lead Account Management works within a Service Team environment and serves as first line of contact in the absence of manager in providing support or respond to any questions from the Client Service Managers. The individual does not have direct reports, however, serves as mentor, facilitator and resource for team. Executes oversight on activities to ensure interdepartmental deliveries are monitored. He/she is responsible for taking on leadership role and includes training others, and providing guidance, determining own methods and procedures. Performs a review of work, on the internal record keeping system to ensure inquiries are accurately resolved i.e. prior to and after processing

DUTIES/RESPONSIBILITIES/ESSENTIAL FUNCTIONS

• Takes a lead and follows up on outstanding issues with internal functional areas related to: contributions, loans, distributions, enrollment, payroll support, compliance, audit, reporting and general inquiries.
• Ensures issues are being resolved and clients/partners are kept apprised of progress ensuring highest level of client service and satisfaction.
• Would act as SME of the process as the role demands trouble shooting and floor support for the team. Should be able to track and assign work requests with a deep understanding of operations systems and process
• Ensures superior client satisfaction by resolving issues swiftly and act as an advocate for clients
• Should proactively identify client needs and potential internal issues impacting client satisfaction
• Should carry supporting divisional business needs, while maintaining a \xe2\x80\x9cclient first\xe2\x80\x9d mentality.
• Assists with review, controls, and audits as appropriate
• Exercise discretion and judgment with respect to matters of significance such as resolving queries, reporting of issues/escalated transactions.
• Work in conjunction with individuals on the team as well as other business units, shared services, partners as needed to resolve issues/discrepancies and ensure client satisfaction through seamless processing, accuracy, and adherence to all SLAs/internal standards/guidelines
• Exceptional training abilities with hands on experience in designing SOPs, training plan and assessments etc.
• Monitor deliverables by tracking activity, escalating issues, publishing progress reports and dashboards and recommend actions

EDUCATION

• Bachelor\xe2\x80\x99s Degree is a must

OTHER PREFERRED QUALIFICATIONS

• 6+ years\xe2\x80\x99 experience in 401k industry
• SPARK/AASPA certified preferred
• Knowledge of ERISA, DOL and applicable IRS regulations related to retirement
• Strong interpersonal skills and attention to details
• Must be deadline oriented ensuring issues are being resolved and clients are kept apprised of progress ensuring highest level of client service and satisfaction
• Highly proficient in Microsoft Office Suite programs
• Should have good oral and written communication skills as the role demands extensive partner communication via calls and emails. Eye to detail oriented candidature with Strong analytical, interpersonal and organizational skills
• Accountability: Demonstrates reliability by taking necessary actions to ensure issues are resolved within the set deadlines
• Global Collaboration: Applies global perspective when working within the Team and reach out to relevant stakeholders to avoid any delay in resolving queries
• Communication: Articulates information clearly and presents information effectively and confidently when working with others
• Time Management: Ability to multi-task, prioritize, and problem-solve effectively. Promptly handles escalated issue/s

PHYSICAL REQUIREMENTS

• This job operates in a professional office environment. This role routinely uses standard office equipment such as but not limited to; computers, phones, photocopiers and filing cabinets. While performing the duties of this job, the employee is regularly required to concentrate, talk and hear. This role is regularly required to type, reach with hands and arms, sit for long periods of time, read, write, listen, verbally communicate, present information, respond to questions, problem solve, concentrate and tolerated stress. Many duties will be done while sitting at a desk and working on a computer.

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, as per terms and conditions of your employment contract.

COVID

COVID vaccinations are required for all individuals working in any Empower office location or who participate in in-person meetings and/or business activities, subject to state and local laws. Most Empower positions may require on-site presence on an occasional or regular basis and associates will need to provide proof of COVID vaccination, subject to state and local laws. Associates unable to comply with the COVID vaccination requirement due to medical reasons may request an accommodation.

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