Trainer Call Center

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 Trainer Call Center will create an engaging learning environment for Empower Workplace Solutions (EWS) Participant Services and Empower Personal Wealth (EPW) Call Centers. Prepares new hires to be ready to take calls. Utilizes their call taking experience and Empower Up (internally developed training program) training materials to facilitate interactive learning environments, conducted both in person and in virtual classroom settings.

What you will do

• Facilitate training in alignment with adult learning theory and provide a high-impact, interactive environment
• Provide input for development and implement learning curriculum that is consistent with current trends and best practices
• Track new hire performance during classroom time using the New Hire Weekly Report
• Through one-on-one coaching, track, analyze and report learning curriculum effectiveness by examining participants’ job performance
• Manage project resources (people and material) to ensure deliverables are completed in scope and on schedule
• Ongoing development, researching industry standards and best practices and embracing new technologies
• Partner with Call Center to keep informed of process changes, quality standards, and other changes through side-by-sides
• Responsible spending on supplies for call center classes

What you will bring

• Bachelor’s degree in Business or related field, or equivalent work experience
• 3 – 5 years of practical business experience and call experience
• Knowledge and understanding of Empower Participant Services Call Center required (e.g. CSAS, CIRRUS, EASY)
• Intermediate skill level in MS Word, Excel, and PowerPoint
• Strong motivational and interpersonal skills
• Demonstrated ability to work both independently and within a collaborative team environment
• Strong classroom management, organization and time management skills required
• Fluent in English
• Ability to work an overnight shift
• FINRA 6 required within established timelines
• FINRA fingerprinting required

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, 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.

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