Job Description

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.

What you will do

• Handle cash management functions, including ACAT, wire and ACH transfers.
• Facilitate third party calls to outside institutions and provide rollover instructions as well as assist the client in completing all needed documents.
• Following up via phone, email, and text message on any outstanding items needed for account opening and transfer.
• Complete all assigned service requests within stated SLA.
• Ability to explain complex money movement processes to clients in a professional and efficient manner via phone and email.
• Active and urgent escalation of all issues to both direct manager and the service organization.
• Liaise with our broker-dealer custodian and our portfolio management provider on all client operational matters.
• Coordinate procedure updates for efficiency, accuracy and completeness with management.
• Assists with additional ad-hoc processes as they relate to the department.
• Perform daily reviews of outstanding work to ensure timely processing of tasks and positive customer experience.
• Assist with reporting, and projects on a monthly/quarterly basis.

What you will bring

• HS Diploma or GED, required
• Bachelor's Degree, preferred
• A minimum of 2 years’ experience in financial services operations preferred, with current knowledge of investment products and services.
• FINRA Fingerprinting Required
• Experience with all areas of the client service aspect of investment advisory such as ACAT and IRA distributions.
• Exposure to web-based investment service delivery. Comfortable executing a remote-delivery service model -- paperless, branchless, cloud-based infrastructure – and delivering a quality client experience that is better than face-to-face.
• Excellent operational, organizational and follow-up skills with the ability to manage and process complex operational work.
• Proven abilities to maintain appropriate policies & procedures for regulatory-driven requirements.
• Strong critical thinking skills to make decisions and solve problems using sound, inclusive reasoning and judgement.
• Proactive behavior in reviewing clients’ needs, taking ownership as the point of contact, and working towards a resolution in a timely manner to deliver a quality client experience.
• Approaching a problem by using a logical, systematic, and sequential approach.
• Must be fluent in English
• Must be available to work overnight hours

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.