Empower

Bilingual Financial Customer Service Representative

Empower

full-time

Posted on:

Location Type: Hybrid

Location: Phoenix • Arizona • United States

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Salary

💰 $41,600 - $57,125 per year

Job Level

Junior

About the role

  • Responsible for answering incoming telephone inquiries regarding retirement plans from participants, employers and third-party plan specialists.
  • Work in collaboration with a team of associates and launch your financial services career in our call center!
  • Develop a solid foundation through our paid associate training program and receive continuous coaching for your role and career trajectory.
  • Provide excellent service within our call center for our customers’ retirement savings accounts
  • Educate and empower our customers without having to make cold calls or sales
  • Communicate critical plan updates and changes
  • Process contribution changes, loans, and withdrawals
  • Process general account changes upon direction from the customer

Requirements

  • Associates degree or higher AND at least one year of customer service experience (including but not limited to food service, retail, hospitality, teaching, military, or banking) OR two or more years of customer service experience
  • Fluency in both English and Spanish
  • Capability to work overtime as required based on business need
  • Financial Services or call center experience
  • A passion for providing quality customer service
  • Desire to engage with customers over the phone
  • Capability to adapt communication style while servicing our diverse customer base
  • Attention to detail and ability to learn and apply financial industry policies, processes, and procedures
  • Minimum Internet Specifications: To ensure you are set up for success, you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to attend training and work without interruption. Other necessary computer equipment, headset and training materials will be provided. Minimum service level of 50Mbps download and 10Mbps upload to ensure the best voice quality. Associates are required to connect their computers directly to a modem or router using an Ethernet cable to ensure consistent voice quality.
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicefinancial servicescall center experienceattention to detailaccount managementprocess changescommunication of plan updatesloan processingwithdrawal processingcontribution changes
Soft skills
excellent serviceadaptabilitypassion for customer servicecommunication skillsteam collaborationproblem-solvingcustomer engagementcoachingempowermentinterpersonal skills
Certifications
Associates degree