Great-West Financial Empower Retirement

  • Retirement Plan Technical Support Rep - Call Center

    Location US-CO-Denver (DTC)
    Posted Date 1 month ago(1 month ago)
    Job ID
    16122
    # Positions
    1
    Category
    Customer Service
  • Position Highlights

    Would you like to be a part of one of America's leading financial services firms? Great-West Financial is the nation’s second largest insurer in sales of individual life insurance through banks. We also offer annuity and executive benefits products. Under Empower Retirement, we provide employer sponsored retirement plans as the nation’s second largest retirement plan provider.

     

    Our over 5,000 associates across 40 locations across the country provide world class service to:

     

    30,000+ employer sponsored retirement plans

    8 million+ employees participating in their employer-sponsored retirement plan

    467,700+ individual life insurance and annuity accounts

    $460 billion+ total assets under administration

     

     

    If you want to utilize your exceptional customer service skills in a dynamic and professional environment, this is the job for you!

     

    Our Representatives provide plan support to internal users and external clients such as the plan sponsors, employers, and third-party administrators by answering incoming phone calls related to plan account information and the plan sponsor website. They will instruct clients on the uses and capabilities of the website features and offer support to clients with regards to setting up payroll files, processing and concerns related to contributions for their employees, requests for general account information, withdrawals and account changes. 

     

     

    8 hour shifts (with a 30 minute lunch) range from 6:30 AM - 6:00 PM MST Monday through Friday. NO WEEKENDS REQUIRED!!

    Primary Responsibilities

    • Provide superior customer service through innovation, dedication, and commitment to excellence. Support employers, brokers and third-party advisors. In our fast paced, team-oriented environment, representatives are focused on enhancing relationships and building customer loyalty.
    • Using an array of online tools, representatives assist clients with various website transactions such as logging into the website, reporting, contribution processing of employee retirement money, electronic submission of payroll files, and inputting of employee data onto the website.
    • Representatives are also responsible for proving plan level information, account changes, assisting clients with troubleshooting transactions related to contributions, distributions and withdrawals. Representatives must be professional and effectively represent the business to customers and business partners.
    • In addition to providing superior customer service, representatives are expected to be key contributors to a positive workplace environment as well as having a strong commitment to teamwork and shared success.

     

    Qualifications

    • Associates Degree in Business, Psychology, Marketing or Finance.
    • FINRA 6 registration permitted, but not required. Corporate-established timelines apply to permitted registrations.
    • FINRA fingerprinting required.
    • Solid customer service experience is required, preferably in a call center environment
    • Basic knowledge of MS Excel
    • Ability to thrive in a fast-paced environment
    • Demonstrated flexibility in work hours and must be available to work during established call center hours
    • Able to take calls at least 80-85% of the day
    • Aptitude for problem solving and thinking outside of the box.
    • Understanding of customer service concepts, active listening, and empathy.
    • Minimum of two years of customer service experience, preferably in a customer service related field or, one year of customer service experience with completion of Associates Degree.
    • Do management while using general instructions to perform assigned tasks.
    • Performs review of data and activity to prevent risk of loss due to error.


    The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills.


    Seasonal overtime may be required.

    About Great-West Financial

    At Great-West Financial® and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.

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