Lead Resolution Specialist

Empower

Lead Resolution Specialist at Empower handling client service requests and complex issues related to financial accounts. Prioritizing workloads and ensuring compliance with regulations.

Posted 7/29/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $59,700 - $84,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in financial analysis, problem-solving, and compliance with industry regulations, while effectively mentoring and guiding less experienced staff. Proficient in utilizing internal systems and Microsoft Office Suite to manage complex service requests and ensure quality assurance.

Highest-signal resume keywords

Financial AnalysisRegulatory ComplianceProblem SolvingMicrosoft Office SuiteMentoring

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Financial AnalysisData EvaluationQuality AssuranceTax Form ResearchReconciliationInternal Systems KnowledgeService Request ManagementEscalation HandlingCustom Task CoordinationRegulatory Knowledge

Soft Skills

JudgmentCommunicationTrainingCollaborationProblem Resolution

Tools & Technologies

Microsoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft Outlook

Industry Keywords

Retirement Industry RegulationsIRS ComplianceDepartment of Labor ComplianceFINRA RegulationsSEC Regulations

About the role

Key responsibilities & impact

Balance individual workloads consisting of Service Requests, PRISM, e-mail requests, and perform quality assurance function
Work on complex issues where analysis of data requires an in-depth evaluation of variable factors
Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results
Prioritize and complete all applicable processing in accordance with departmental, corporate, IRS, Department of Labor, FINRA, and SEC regulations and requirements
Monitor control reports, gain/loss, suspense accounts, and tax form research, including corrections, clearing, and reconciliation
Research/resolve unique, complex, and escalated problems that are a higher level of difficulty than those handled by Resolution Specialists
Act as a resource and guide and advise (train and mentor) less experienced staff
Recognize re-occurring issues and escalate them within department with proposed course of action
Promptly handle escalated issues requiring special handling through coordination with various internal departments including functional processing areas, systems, financial control, and technical support
Coordinate production and/or rollout of custom or specialized tasks for clients as required

Requirements

What you’ll need

2-4 year degree strongly preferred or equivalent industry experience
2 years of directly related financial and/or industry experience
Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Knowledge of retirement industry regulations (Distributions, Contributions, Taxation)
In-depth knowledge of internal systems and how they interact
Demonstrated good judgment in selecting methods and techniques for obtaining solutions
Demonstrated ability to research, problem solve, and assess the end-to-end impact of the correction
Excellent written and verbal communication skills
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.

Benefits

Comp & perks

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.