Lead Resolution Specialist

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-being, and work-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.

The Lead Resolution Specialist is responsible for monitoring and responding to incoming client service requests, performing research, analysis, processing, quality checking, and resolving escalated or complex issues related to plan and participant accounts. Participate in large corrections by researching specific data conditions to determine if plan set up was accurate and that automated processes and plan features are behaving properly and timely.

 

What you will do

• Balance individual workloads consisting of Service Requests, PRISM, e-mail requests, and perform quality assurance function
• Work on complex issues where analysis of data requires an in-depth evaluation of variable factors
• Exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results
• Prioritize and complete all applicable processing in accordance with departmental, corporate, IRS, Department of Labor, FINRA, and SEC regulations and requirements
• Monitor control reports, gain/loss, suspense accounts, and tax form research, including corrections, clearing, and reconciliation
• Research/resolve unique, complex, and escalated problems that are a higher level of difficulty than those handled by Resolution Specialists
• Act as a resource and guide and advise (train and mentor) less experienced staff
• Recognize re-occurring issues and escalate them within department with proposed course of action
• Promptly handle escalated issues requiring special handling through coordination with various internal departments including functional processing areas, systems, financial control, and technical support
• Coordinate production and/or rollout of custom or specialized tasks for clients as required

 

What you will bring

• 2-4 year degree strongly preferred or equivalent industry experience
• 2 years of directly related financial and/or industry experience
• Knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Knowledge of retirement industry regulations (Distributions, Contributions, Taxation)
• In-depth knowledge of internal systems and how they interact
• Demonstrated good judgment in selecting methods and techniques for obtaining solutions
• Demonstrated ability to research, problem solve, and assess the end-to-end impact of the correction
• Excellent written and verbal communication skills

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• 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

$59,700.00 - $84,300.00

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 experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer •  Drug-free workplace

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. 

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***

Job Posting End Date at 12:01 am on:

07-30-2026

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