Bilingual Financial Customer Service… at Empower · Remote

Summary: Empower is committed to transforming financial lives and creating a welcoming and inclusive environment. They are seeking a Bilingual Financial Customer Service Representative to provide exceptional service to customers regarding their retirement savings accounts, while also offering support and education without cold calling. Responsibilities: - Responsible for answering incoming telephone inquiries regarding retirement plans from participants, employers and third-party plan specialists - 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 Required Qualifications: - Availability to work a 40-hour work week, outside of traditional business hours, Monday through Friday with an occasional Saturday - 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 - 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 - 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 Preferred Qualifications: - 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 Required Skills: Customer Service, Financial Services, Call Center Experience, Retirement Plans, Processing Financial Transactions, Bilingual English, Spanish 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.