Hardship Support Representative

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.

This position is responsible for supporting retirement plan participants by providing assistance with hardship withdrawal requests and general retirement plan inquiries. The role serves as a primary point of contact for participants, gathering information, reviewing documentation for completeness, educating customers on process requirements, and facilitating timely request processing.

The Hardship Support Representative flexes between hardship support activities and front-line retirement services responsibilities based on business needs. This position requires strong customer service skills, attention to detail, empathy, and the ability to accurately document and process participant requests while adhering to established procedures and service standards.

ESSENTIAL FUNCTIONS

• Answer incoming participant inquiries regarding retirement plans, account activity, distributions, and hardship withdrawal requests.
• Educate participants on hardship withdrawal requirements, required documentation, processing timelines, and available retirement plan resources.
• Gather, review, and document information necessary to support hardship withdrawal requests and other participant service transactions.
• Review submitted forms and documentation for completeness and escalate exceptions according to established procedures.
• Accurately document participant interactions, requests, and follow-up activities within applicable systems.
• Assist participants with account servicing needs, including website navigation, account maintenance requests, and general retirement plan inquiries.
• Submit research and follow-up requests and provide status updates to participants as needed.
• Maintain knowledge of retirement plan products, hardship withdrawal procedures, and operational processes to support participant needs.
• Flex between hardship support responsibilities and front-line call center operations based on business and operational needs.
• Maintain adherence to attendance, productivity, quality, and service standards.

QUALIFICATIONS

• High school diploma or equivalent required.
• Bachelor’s degree in business or a related field preferred.
• With no degree, an additional one year of directly related experience in customer service or financial services required.
• Minimum one year of customer service experience, preferably in financial services, retirement services, banking, or a related environment.
• FINRA Fingerprinting required.
• Experience processing transactions, servicing customer accounts, or handling financial-related inquiries preferred.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks while maintaining accuracy and attention to detail.
• Proficiency with Microsoft Office applications.
• Demonstrated professionalism, empathy, and a customer-focused approach.
• Ability to work a flexible Monday–Friday schedule with occasional overtime as needed.
• Must be fluent in English
• Must be available to work overnight hours

Normal Office Working Conditions: this job operates in a professional office environment and routinely uses standard office equipment.

This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job.The employer has the right to revise this job description at any time.You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description.You may be required perform other duties that are not included on this job description.The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

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.