Assistant Manager Participant Services

Grow your career with a growing organization

Whether they're helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that's hard to beat. And from a personal satisfaction perspective, you'll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.

The Assistant Manager Participant Services is responsible for managing a team of representatives who answer incoming phone inquiries regarding retirement plans ensuring maximum productivity and service quality. Also responsible for hiring of new staff, training, development, and coaching on an ongoing basis, as well as meeting specific departmental, company, and regulatory requirements. Works closely with other departments in the coordination of new business implementation.

WHAT YOU'LL DO

• Team Management - manages a team of call center representatives
• Provides ongoing coaching, feedback and career counseling to team members
• Writes and delivers effective performance appraisals for all team members, addresses any team performance issues, tracks team members' attendance and leave schedules
• Serves as a Supervising Principal for FINRA Series 6/63 licensed representatives and must be familiar with all FINRA and SEC regulations
• Staff Development - responsible for the development of staff
• Performs weekly quality monitoring on all team members
• Conducts monthly one-on-one meetings and ongoing coaching with staff
• Provides ongoing feedback regarding quality of work to team members and works to improve processes and overall quality for the team/department
• Call Center Management - manages and coordinates client service inbound call center to ensure consistent high level of service is attained. Identifies trends and determines proactive solutions to maximize service quality
• Ensures call center statistical and quality goals are achieved/exceeded
• Project Management - schedule and facilitate team meetings, implement contests or other morale-building programs, assist in training, liaise with other departments to implement enhancements and/or changes impacting the call center, work with implementation areas in the incorporation of new business
• Escalated Issues - fields escalated issues from representatives, clients, and participants
• Identifies trends in escalated issues and proactively addresses with staff
• Staffing - assesses staffing needs, conducts prospective employee interviews, and makes decisions regarding the hiring of new employees

WHAT YOU'LL BRING

• Bachelor's degree, preferably in a business related field
• Without a degree, 2 - 5 years of management experience required
• 2 - 4 years of supervisory or management experience preferably in a call center
• Excellent organization, prioritization and planning skills required
• Strong communication skills required
• FINRA Series 6, 63 and 26 registrations required within established timelines
• FINRA fingerprinting required

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• 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) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.

The salary range below describes the minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Base Salary Range

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 (40 and over), 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.