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Come build a rewarding career helping others achieve their financial dream at an organization that values your own long-term success. With your unique talents, you have what it takes to be bold and brilliant in everything you do and reach new heights for a company dedicated to diversity and inclusion, community and you.
If you share that belief, this is where you belong.
Join our team of nearly 6,000 associates across 40 different locations worldwide and start your future today.
Directly responsible for directing and overseeing designated Participant Advisory Services Education Call Center Team to achieve high quality, efficient service on incoming and outgoing phone calls ensuring performance goals in service initiatives and standards are met and exceeded. Contributes to retention of existing business and acquisition of new managed account enrollments and meeting client contractual obligations. Partners with RSG, Core, LMN, Government to provide support on all aspects of AAG. The manager will act in a series 24 supervisory capacity in several areas. The manager will be responsible for the supervision on the account opening process for taxable accounts, brokerage IRA's and the approval of Fiduciary contracts regarding best interest advice.
Supervises a team of 10-15 Investment Client Advisors. Supervisory responsibilities include selecting talent, scheduling, determining priorities, reviewing work product and metrics, developing staff, coaching and managing performance, including disciplinary action up to and including termination, if necessary Manages and coordinates all aspects of designated Participant Advisory Services Team to ensure consistent high level of service is attained. Identifies trends and recommends proactive solutions to maximize service quality. Takes steps to ensure team statistical and quality goals are achieve/exceeded. Direct involvement with scheduling and facilitating team meetings, implementing contests or other morale building programs, assisting in training and interact with other departments to implement enhancements and/or changes impacting the Call Center. Work directly with AAG Operations for delivering key results on special projects. Responsible for monitoring daily phone queue review and immediate direction of reallocation of resources to ensure resources are adequately allocated to maintain contractual service level requirements Responsible for timely and accurate submission of monthly, quarterly and year-end reporting for contractual SLA's. Handling of more difficult and escalated inquiries by performing individual research and making the appropriate action to be taken for resolution.
Responsible for the development of the assigned staff and provide backup resources for other Participant Advisory Services Asst./Mgrs. Performs monthly quality monitoring of phone calls. Conducts monthly 1:1 meetings and ongoing coaching.
Coordinate transition and lead implementation of assigned call campaigns for team workflow assignments and reporting. Develop new phone scripting with timely submission L&C for approval. Identifies, executes and follows up on opportunities to contract additional client assets while providing client retirement planning discussions. Identifies trends and determines proactive solutions to maximize service quality and business goals. Act as Registered Principle over individuals that hold securities registrations. Act as in a supervisory principle capacity when approving best interest fiduciary advice for representatives. Act in a supervisory principle capacity when approving retail account openings for dual registered representatives Suitability approval of new accounts for general securities representatives Suitability approval of outside assets moving into both taxable and ira accounts Must be able to train and coach dual registered representatives on all firm general security activities. QA monitoring of dual registered representatives. Serve as a back up to live trade monitoring once per month for business continuity purposes. Will act in a supervisory capacity over the Empower Retail managed platform.
Bachelor's Degree and/or equivalent work experience;
FINRA Series 7, 63, 24, and 65, registrations required within corporate-established timelines.
FINRA fingerprinting required.
What you bring to the role (Required):
2 years in Financial Services
5 plus year in securities industry
2 years of management is preferred
Must be proficient in supervising dual registered representatives Leadership, Market knowledge, Financial planning.
Business Travel As needed, occasionally.
What's in it for you?
We believe that providing our associates with the means to lead a healthy and balanced life results in the best possible work performance. As an employee you will be eligible to participate in the following benefits:
401(K) with company match
Medical, Dental, Vision and Life Insurance
Paid Annual Leave
Monthly Incentive Compensation
Paid Volunteer Time
Great-West Life & Annuity Insurance Company