Client Service Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate directly with Empower's investment clients and Financial Advisors within a technology-driven environment.

• Manage the establishment of new accounts, facilitate money movement, and oversee maintenance and loan initiation using proprietary and third-party technology solutions.

• Act as the primary point of contact, delivering exceptional service to existing Empower Personal Wealth clients.

• Work alongside the iCapital Subject Matter Expert (SME) to ensure timely processing of iCapital enrollments by the month's end.

• Oversee cash management operations, including ACAT, wire, and ACH transfers.

• Professionally and efficiently explain intricate money movement processes to clients via phone, email, and text.

• Fulfill assigned service requests within the specified Service Level Agreement (SLA) while adhering to productivity and quality standards.

• Collaborate with cross-functional teams, including the broker-dealer custodian, to address transaction processing inquiries and operational matters as they arise.

⛳️ Requirements

• High School Diploma or GED is required; a bachelor’s degree is preferred.

• A minimum of 2 years of experience in financial services operations is preferred, along with current knowledge of investment products and services.

• Familiarity with all aspects of client service related to investment advisory, such as ACAT and IRA distributions.

• Experience with web-based investment service delivery.

• Comfortable operating within a remote delivery service model — paperless, branchless, cloud-based infrastructure — while ensuring a quality client experience.

• Strong operational, organizational, and follow-up skills.

• Ability to manage and process complex operational tasks.

• Proven capability to uphold proper policies and procedures in line with regulatory requirements.

• Strong skills in critical thinking, decision-making, problem-solving, and judgment.

• Proactive approach to addressing client needs and resolving issues in a timely manner.

• Logical, systematic, and sequential problem-solving abilities.

• Candidates must be authorized to work for any employer in the U.S.; employment visa sponsorship is not available, including CPT/OPT.

• A reliable high-speed internet connection with a wired setup and a minimally disruptive home workspace; internet must be fiber, cable, or DSL.

🏝️ Benefits

• Medical, dental, vision, and life insurance coverage.

• Retirement savings options, including a 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential discretionary contributions, and a wide range of investment options.

• Tuition reimbursement available up to $5,250 per year.

• A business-casual work environment that allows for jeans.

• Generous paid time off upon hire, which includes a paid time off program, plus ten paid company holidays and three floating holidays each calendar year.

• Paid volunteer time, totaling 16 hours per calendar year.

• Leave of absence programs, encompassing paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA).

• Access to Business Resource Groups (BRGs), open to all employees.

• Non-sales roles may have the opportunity to participate in a bonus program.

• Necessary computer equipment will be provided.