Analyst Special Product Solutions Job in Empower

About the Role:

Under general supervision, the Special Product Solutions Specialist supports Self-Directed Brokerage (SDB), Conversions, Deconversions, Account setup, customer queries, and other assigned products. This position performs a wide variety of functional tasks, including independently investigating and resolving issues, handling special projects, and coordinating activities between internal departments and outside parties while minimizing risk to the company and providing excellent customer service.

Essential Functions:

Product Administration Tasks/Projects:

• Manages daily processes between Empower and other investment providers, effectively using available resources to independently resolve a variety of issues with all levels of clients and partners.
• Coordinates and administers service agreements with outside investment providers.
• Manages assigned investment/brokerage conversions for all lines of business.
• Leads the entire SDB In-Kind, SDB account setup, and PEP MEP account setup process, including participant and plan-level quality control, reconciliation, providing clear timelines, frequent updates, and serving as the contact for questions and issues. This may include contact with RM and CSM and other stakeholders and/or contra brokerage firms.
• Executes the delivery of a variety of transition tasks, stabilizing the task, acting as a knowledge master, and providing process improvement ideas. All tasks listed in the existing Statement of Work will be performed as part of the BAU.
• Plan Block ownership (by Alphabet, Core only non-restricted), providing daily support for any request/inquiry.

General Administration:

• Manages assigned service requests and processes and all assigned tasks.
• Documents procedures (written and automated) for internal team members and supports the Senior Analyst and Lead in creating and reviewing procedures.
• Assists the Senior Analyst in analyzing daily errors/rejects and manages corrections based on daily reports.
• Works with internal clients and external partners to troubleshoot and resolve complex issues and ensure prompt handling of any escalated issues requiring special handling through coordination with various areas within the organization, including functional processing areas, legal, sales, compliance, systems, financial control, and implementation/processing/service delivery teams.
• Has hands-on experience in managing multiple stakeholders and tasks and training the team as required.
• Proactively proposes and implements process enhancements and solutions to increase efficiencies and improve capacity.

Qualifications:

• MBA in Finance or knowledge of accounting is preferred, with related experience in the retirement industry (401K).
• Must have a graduate degree in Finance and Accounting or a related field.
• Minimum 2-3 years of experience in SDB (Self-Directed Brokerage) or relevant business tasks like brokerage accounts.
• Minimum 4-6 years of relevant business experience, specifically Brokerage, Conversions, Asset transfers, new business setup, and document review.
• Experience in the retirement industry (401K).
• Knowledge of brokerage/investments and retirement plans.
• Strong analytical, verbal, and writing skills.
• Excellent multitasking and organizational skills.
• Advanced computer skills preferred, including Word, Excel, and Outlook, with the ability to master internal and external applications related to the role.
• Strong interpersonal and communication skills, with a positive attitude and a focus on a great customer experience.
• Outside-the-box thinking and solutions-focused.
• Ability to work effectively with a wide range of diverse departments and individuals, both internal and external.
• Must be able to work in a fast-paced environment and stressful situations.
• Must be able to meet deadlines, prioritizing competing priorities as appropriate.

Equal Opportunity Employer:

We are an equal opportunity employer committed 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.