Great-West Financial Empower Retirement

  • Rep Life Admin Call Center

    Location US-CO-Denver (DTC)
    Posted Date 2 weeks ago(12/3/2018 4:52 PM)
    Job ID
    # Positions
  • Position Highlights

    Be Bold Be Brilliant


    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.


    Under general supervision, answers routine to highly complex inquiries from agents and individual policyholders or their designated representative, and resolves complex policy and systems related issues with minimal escalation or additional workflow.  This involves 3 separate systems that house information for 900+ complex insurance products and riders.


    Primary Responsibilities


    • Answer phones professionally from external/internal customers/clients. Demonstrate resourcefulness to deliver accurate product and industry information regarding a multitude of products managed on 3 separate systems. Develop, maintain and foster positive/enhanced working relationships with customers. This person must possess a depth of product knowledge for Canada Life, Crown and Individual Great-West products with extremely complex riders in order to ensure inquiries are handled efficiently and accurately.
      • Respond and research required information using available resources. Initiate proactive/follow-up phone calls on pending issues to ensure timely and satisfactorily completion. Effectively diagnose complex client issues and problems and demonstrate appropriate insight and judgment to identify and explore exception processing possibility. Demonstrate knowledge of product and company transaction requirements. 
      • Use pre-ordained steps to resolve customer inquiries at point of contact based on system backed resources and knowledge of product and policy information.  At times this individual must be able to use complex reasoning and analytical skills to reach resolution. Questions are often non-routine in nature and will require an understanding of the big picture from a product and process perspective, as well as be empowered to respond to the variety of inquiries with minimal assistance.
      • Handle and resolve customer complaints
      • Identify and escalate priority issues
      • Route calls to appropriate resource
      • Complete call logs to document conversations
      • Other duties as assigned which may involve some or all of the following: staff meetings, daily task processing, product seminars/training, and project work in support of strategic department and firm initiatives.
      • Solid customer service experience is required, preferably in a financial service related field.
      • Demonstrated flexibility in work hours and available to work during established call center hours
      • In addition to answering caller inquiries, representatives will provide callers with education regarding their policy if needed.
      • Consistent adherence to work schedule and punctuality required.




    • Associate’s Degree in Business or related field or equivalent work experience
    • Strong Microsoft Office knowledge
    • Knowledge of customer service principles and practices
    • Knowledge of administration and clerical processes
    • Must be able to work within prescribed call center open hours
    • Excellent communication and organizational skills
    • Call Center experience preferred
    • Ability to quickly learn a variety of unfamiliar subjects
    • Proficient customer communication – verbal and written.

    Working Conditions/Physical Requirements:  Normal Office Working Conditions

    Disclaimer: 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.

    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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