Retirement Counselor Team Manager - Virtual

📋 Description

• • Lead a team of Retirement Counselors providing retirement account and distribution support, along with financial education counseling to participants.
• • Develop and implement supervisory procedures for the retirement and distribution team, ensuring strict adherence to regulatory policies and compliance standards.
• • Serve as the primary escalation point and liaison between sub-advisors, clearing agents, corporate clients, and plan participants to resolve complex inquiries and issues.
• • Design, maintain, and review performance measurement systems for Retirement Counselors to ensure consistent service quality and goal attainment.
• • Oversee client service delivery processes, identifying opportunities for continuous improvement in efficiency, accuracy, and customer satisfaction.
• • Directly service participants by handling inbound calls and initiating outbound calls for escalations, follow-ups, and proactive financial guidance.
• • Manage comprehensive reporting systems to track team performance, client feedback, and compliance metrics to drive data-informed decisions.
• • Ensure all team activities align with federal and state regulations governing investment advice, retirement plans, and financial management practices.
• • Maintain up-to-date knowledge of mutual funds, ETFs, employer-sponsored retirement plans, managed accounts, and self-directed account delivery models.
• • Collaborate with internal stakeholders to refine operational workflows and enhance the participant experience across the retirement benefits ecosystem.
• • Monitor and enforce audit and compliance procedures to mitigate risk and ensure regulatory readiness during internal and external reviews.
• • Support the professional development of team members through coaching, feedback, and performance management in a call center environment.
• • Remain current on legislative changes affecting retirement benefits and investment advice to guide team practices and client communications.
• • Maintain high standards of client interaction, ensuring all communications reflect Alight’s commitment to financial wellness and regulatory integrity.
• • Participate in occasional travel to one of Alight’s physical office locations as required by business needs.
• • Conduct all virtual interviews and team interactions with video enabled, consistent with Alight’s camera-on culture.