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 adaptable 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.

Work Location Requirement: This position is designated as an in-office role based at our Greenwood Village, Colorado office. Candidates interested in this opportunity should ensure they are able to meet the in-office attendance requirements associated with this position before applying.

This position is responsible for handling escalated calls, problem resolution and error correction, quality call monitoring and serving as a Principal Reviewer for Workplace Planning & Advice. In partnership with the leadership team, this position provides technical coaching to associates and helps improve associate conversations. The role ensures each element of the WPA team environment remains participant-focused, regulatory compliant, and aligned with the Empower culture, vision, values, and operating principles.

What you will do:

- Live assist with associate questions and issues, typically through chat.
- Handle and respond to complex escalated calls, including researching situations, partnering with other departments and Supervisory Managers, and providing timely resolutions.




- Coordinate and submit requests for research and follow up to ensure complete resolution as needed after the initial call.
- Partner with managers to determine coaching and training needs for WPA associates.
- Identify trends from quality concerns, escalations, and errors; recommend solutions and facilitate coaching with associates' direct Managers.
- Partner with leadership to resolve exceptions in a timely manner.
- Coordinate the distribution and resolution of service requests (SR) to ensure completion in a timely manner.
- Monitor calls to ensure service excellence in compliance with regulations and quality scoring as part of the Empower Call Model.
- Assist with Best Interest Profile Supervisory reviews to ensure advice delivery aligns with regulatory and Empower standards.
- Serve as a subject matter expert for the WPA team, monitoring resources for accuracy and updates as necessary.
- Respond to managerial feedback and attend meetings and training sessions.
- Coach, mentor, and cross-train employees.
- Partner with other departments and leadership to support new product and process launches.
- Perform additional duties and responsibilities as assigned by direct Manager.

What you will bring:

- Bachelor's degree or equivalent experience in financial services preferred.
- FINRA Series 7, 24,



and 66 preferred (Series 9/10 acceptable substitute for 24).
- FINRA fingerprinting required.
- 3+ years of customer service experience, preferably in a financial services-related field.
- 2+ years in an advisory role or retirement plan type role preferred.
- Motivated self-starter with the ability to master new information quickly and work independently.
- Ability to work in an ambiguous environment with minimal direction to solve problems and improve processes.
- Strong capability to handle escalated situations and manage associate and customer concerns daily.
- Deep knowledge of retirement plans, IRAs, brokerage, and markets.
- Excellent customer service skills with strong organization and follow-up on escalated items.
- Ability to work cross-functionally and build collaborative relationships.
- Demonstrated ability to identify and address associate training and performance gaps effectively.
- Detail-oriented with thorough understanding of regulations and Empower's written supervisory procedures.
- Proficient in Windows, Microsoft Office Suite (Word, Excel, PowerPoint), and file management tools.
- Excellent written, verbal, consulting, and presentation skills.
- Availability to work between 8 a.m. and 9 p.m. EST (overtime may be available or approved as needed, typically not exceeding 20%).

Work Environment & Disclaimer

This job operates in a professional office environment.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance

📌 Lead Workplace Planning (Colombia)
🏢 empower
📍 Colombia