Bilingual Financial Customer Service Representative

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‑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.

* While this is a remote position, candidates must be within commuting distance of our offices in Greenwood Village, CO and be able to come into the office 4-6 times per year.*

Responsible for answering incoming telephone inquiries regarding retirement plans from participants, employers and third‑party plan specialists.

Work in collaboration with a team of associates and launch your financial services career in our call centre! New to the industry? No problem. Develop a solid foundation through our paid associate training program and receive continuous coaching for your role and career trajectory. Partner with our team and clients to:

• Provide excellent service within our call centre 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

• Availability to work a 40‑hour work week, outside of traditional business hours, Monday through Friday with an occasional Saturday
• Associate 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

• Financial Services or call centre 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

• Minimum service level of 50
  
  Mbps download and 10
  
  Mbps upload to ensure the best voice quality
• Associate employees are required to connect their computers directly to a modem or router using an Ethernet cable to ensure consistent voice quality.

Overtime may be required based on business need.

• 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.

Base Salary Range
$39,700.00 - $54,550.00

The salary range above shows the typical 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…