Logo of Huzzle

Lead Specialist Retirement Service & Support

image

Empower

6d ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Banking & Finance
  • Manila
  • Quick Apply

AI generated summary

  • You need a bachelor’s degree or 4 years’ experience, FINRA registrations, 3 years’ customer service in finance, MS Office skills, IRA knowledge, and overnight availability.
  • You will conduct quality reviews, handle complex calls, provide training and support, analyze reports, identify service gaps, and mentor team members while managing various transactions and projects.

Requirements

  • Bachelor’s degree or an equivalent combination of education and professional work experience
  • With no degree, a minimum four years of directly related experience is required.
  • FINRA SIE, Series 6 and 63 registrations required within corporate-established timelines
  • FINRA Fingerprinting required
  • 3 years of customer service experience, preferably in a financial service-related field.
  • Experience managing multiple priorities and ability to handle stressful situations and people daily
  • Basic working knowledge of Windows, Microsoft Office Software (Word, Excel, PowerPoint, Excel, etc.) and various file manipulation skills on a PC
  • Understanding of our product offerings, brokerage, and mutual fund industries.
  • Basic understanding of IRAs, retirement investment products/services and the qualified retirement plan environment
  • Effective written and verbal skills
  • Uses existing procedures to solve routine or standard problems; applies limited judgment and discretion
  • Motivated, self-starter with the interest to learn new information quickly and independently
  • Fluent English
  • Ability to work overnight hours

Responsibilities

  • Provides daily quality reviews on complex/high dollar transactions
  • Monitors assigned queues to ensure all items are completed; provides coaching as needed to team
  • Handles most complex calls across all business functions
  • Reviews and provides analysis of specific department reports
  • Maintains knowledge required to act as multi-functional representative, performing at an advanced level and serving as a subject matter expert
  • Handles escalated calls for all functions
  • Identifies service gaps and training opportunities
  • Serves as a Subject Matter Expert; facilitates team trainings
  • Maintains and updates resources and training materials
  • Provides training to new employees
  • Provides Team Chat coverage and demonstrates subject matter expertise on multiple functions
  • Ability to resolves issues timely and work across business lines
  • Reviews calls to assist with escalated situations
  • Provide ongoing mentoring and support to team members
  • Implements and executes projects and special assignments

FAQs

What is the primary responsibility of the Lead Specialist in Retirement Service & Support?

The primary responsibility is to provide day-to-day support for Workplace Solutions & Advisory representatives, assisting with complex transactions and questions in the money movement process.

What qualifications are required for this position?

A Bachelor’s degree or an equivalent combination of education and professional work experience is required. If there is no degree, a minimum of four years of directly related experience is necessary.

Are there any specific certifications or registrations required?

Yes, FINRA SIE, Series 6 and 63 registrations are required within corporate-established timelines, along with FINRA Fingerprinting.

How many years of customer service experience are needed?

A minimum of three years of customer service experience, preferably in a financial service-related field, is required.

Is knowledge of retirement investment products necessary for this role?

Yes, a basic understanding of IRAs, retirement investment products/services, and the qualified retirement plan environment is necessary.

What skills are important for this position?

Important skills include effective written and verbal communication, basic working knowledge of Microsoft Office Software, and the ability to resolve issues timely while managing multiple priorities.

Will I be providing training to new employees?

Yes, part of the responsibilities includes providing training to new employees and facilitating team trainings.

What type of work environment can I expect?

This job operates in a professional office environment and routinely uses standard office equipment.

Is there an expectation to work overnight hours?

Yes, the ability to work overnight hours is required for this position.

Does the company have a commitment to diversity and inclusion?

Yes, the company is an equal opportunity employer with a commitment to diversity, encouraging all individuals to apply regardless of personal characteristics.

Finance
Industry
10,001+
Employees
1891
Founded Year

Mission & Purpose

Built on a foundation of trust, integrity and promise, we proudly serve over 71,000 outstanding organizations and more than 17 million individuals. ¹ We take great pride in helping people with saving, investing and advice, while providing them with the tools and resources they need to help reach their financial goals. We’re continuing to grow — and innovate — every day. Our mission is to empower financial freedom for all. That mission starts by delivering advice, personalized guidance and critical support. We strive to meet the unique needs of everyone we serve and embrace the opportunity to inspire them along their journey.