Manage a team providing client support for retirement services, overseeing performance, training, and ensuring service quality while collaborating with various departments.
Join Us!
Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all. We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to the company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday).
This requirement does not apply to support specialist positions.
Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
R&W Support Managers report to a Sr. Manager, or Director, R&W Support. This role within the R&W Support team is responsible for leading a team committed to providing a high level of service to existing Inspira clients who are saving and investing for retirement. This Manager will leverage data to manage team performance & career development, such as, coach and engage with team members to drive an elevated level of performance, promote ownership and accountability, and evaluate team and individual performance to achieve goals and objectives. Support Managers are expected to be experts in their part of business and will collaborate as a consultant or partner to various workgroups, such as product, digital, account management and operations. A Support Manager may also have a dedicated or shared Team Lead as a resource to assist them with daily operations within the team. The incumbent will have demonstrated experience responding to and meeting client needs and knowledge about investing, and asset types including traditional and alternative assets. The role's primary responsibility is to support the activities and inquiries from non-advised clients related to trading, cash movement, fee payments, statements, tax reporting and other topics as driven by client request.
The schedule for this position is 11:30 a.m to 8:30 p.m CT, including Saturdays, with one optional weekday off (Tuesday through Friday).
Duties & Responsibilities:
Continually improve the performance of the team with coaching, skills transfers, 1-1 development, team meetings, and recognition.
Supervise a team of Support Specialists that provide daily support and service to account holders.
Ensure the team consistently meets established service levels, quality, and survey KPIsEnsure the team in compliant with all phone related metrics, such as schedule adherence, attendance, and After Call Time
Share information gathered from conversations with account holders with the Senior Manager, Product and Sales to provide insight into the client activities and requests to drive future product enhancements
Create an environment that encourages trust, respect, and transparency
Work cross-functionally with various individuals at all levels of the business, both internally and externally, to maximize service
Maintain a positive work atmosphere with the team and internal departments
Partner with the appropriate Employee Relations and Human Resource teams on all employee matters, including but not limited to corrective actions, terminations, performance improvement plans, review cycles, payroll, and leave of absence
Promptly address any escalated client service issues, bringing in internal partners as needed to resolve
Work closely with Technology and the Management Team on program enhancements
As necessary, provide answers to accountholder inquiries regarding Inspira's products, and services, including taking escalated calls as needed
Maintain a professional approach to accountholder service, consistent with Inspira protocol and service levels
Can work all hours that the internal contact center is open
Other duties as assigned
Additional Manager Responsibilities:Responsible for collaborating with the Talent and Acquisition team to recruit and hire new staff.
Work with the Training and Quality team to coordinate training for all new hires.
Oversee day-to-day workflow of the team
Provide constructive and timely feedback to staff, including conducting mid-year and annual performance reviews
Track and monitor to ensure all Compliance Training courses are completed timely
Collaborate with HR on any performance related issues related to performance improvement plans. Ensure documentation is detailed, clear, and concise.
Assist with call lab coaching and STEP academy as needed
Coverage for a peer who is out of office
Preferred Qualifications
Education & Experience:
Education TBD
5-7 years of servicing experience in a high volume, fast paced servicing center.
3+ years of leadership experience
Skills & Abilities:
Core competencies- Industry Knowledge, Communication Skills, Judgement and Decision Making, Data Analysis, Innovation, and Employee Development and Coaching
People-first attitude with the ability to build and maintain relationships while always remaining diplomatic and tactful.
Ability to manage in a fast paced, high call volume environment supporting voice, email, and chat
Strong coaching and mentoring skills and with the ability to create SMART development plans
Excellent analytical skills with a proactive nature
Strong aptitude for analyzing data to drive decision making to improve efficiencyStrong organization skills with a drive to meet deadlines
An affinity for accuracy and efficiency
Knowledge of retirement investment vehicles, savings calculators, and investment types for R&WClient focused attitude with the ability to build and maintain relationships while always remaining diplomatic and tactful.
Able to transfer knowledge and coach in a 1-1 setting
Possesses strong written and verbal communication skills.
Able to apply relationship building skills to internal and external clients.
Has strong computer aptitude; proficient in Microsoft suite of products
Display timely and accurate decision making with an aptitude of prioritization
Ability to operate and navigate several computer systems simultaneously
Is detail-oriented, organized, and dependable
Proactive approach to resolving issues
Takes accountability and ownership of issues
Ability to maintain the highest quality of service and professionalism.
High emotional intelligence and is able to perform well in a collaborative team environment.
Ability to solve complex issues, both independently and in a collaborative team environment with a focus on FCR (first call resolution)
Working knowledge of Salesforce/Service Cloud preferred
Bilingual language skills are preferred.
Other Requirements:Prolonged periods of sitting at a desk and working on a computer
Compensation & Benefits
$72,000-$82,000 per year
Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all. We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.
Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to the company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday).
This requirement does not apply to support specialist positions.
Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!
Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com .
We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.
Job Summary & Responsibilities
R&W Support Managers report to a Sr. Manager, or Director, R&W Support. This role within the R&W Support team is responsible for leading a team committed to providing a high level of service to existing Inspira clients who are saving and investing for retirement. This Manager will leverage data to manage team performance & career development, such as, coach and engage with team members to drive an elevated level of performance, promote ownership and accountability, and evaluate team and individual performance to achieve goals and objectives. Support Managers are expected to be experts in their part of business and will collaborate as a consultant or partner to various workgroups, such as product, digital, account management and operations. A Support Manager may also have a dedicated or shared Team Lead as a resource to assist them with daily operations within the team. The incumbent will have demonstrated experience responding to and meeting client needs and knowledge about investing, and asset types including traditional and alternative assets. The role's primary responsibility is to support the activities and inquiries from non-advised clients related to trading, cash movement, fee payments, statements, tax reporting and other topics as driven by client request.
The schedule for this position is 11:30 a.m to 8:30 p.m CT, including Saturdays, with one optional weekday off (Tuesday through Friday).
Duties & Responsibilities:
Continually improve the performance of the team with coaching, skills transfers, 1-1 development, team meetings, and recognition.
Supervise a team of Support Specialists that provide daily support and service to account holders.
Ensure the team consistently meets established service levels, quality, and survey KPIsEnsure the team in compliant with all phone related metrics, such as schedule adherence, attendance, and After Call Time
Share information gathered from conversations with account holders with the Senior Manager, Product and Sales to provide insight into the client activities and requests to drive future product enhancements
Create an environment that encourages trust, respect, and transparency
Work cross-functionally with various individuals at all levels of the business, both internally and externally, to maximize service
Maintain a positive work atmosphere with the team and internal departments
Partner with the appropriate Employee Relations and Human Resource teams on all employee matters, including but not limited to corrective actions, terminations, performance improvement plans, review cycles, payroll, and leave of absence
Promptly address any escalated client service issues, bringing in internal partners as needed to resolve
Work closely with Technology and the Management Team on program enhancements
As necessary, provide answers to accountholder inquiries regarding Inspira's products, and services, including taking escalated calls as needed
Maintain a professional approach to accountholder service, consistent with Inspira protocol and service levels
Can work all hours that the internal contact center is open
Other duties as assigned
Additional Manager Responsibilities:Responsible for collaborating with the Talent and Acquisition team to recruit and hire new staff.
Work with the Training and Quality team to coordinate training for all new hires.
Oversee day-to-day workflow of the team
Provide constructive and timely feedback to staff, including conducting mid-year and annual performance reviews
Track and monitor to ensure all Compliance Training courses are completed timely
Collaborate with HR on any performance related issues related to performance improvement plans. Ensure documentation is detailed, clear, and concise.
Assist with call lab coaching and STEP academy as needed
Coverage for a peer who is out of office
Preferred Qualifications
Education & Experience:
Education TBD
5-7 years of servicing experience in a high volume, fast paced servicing center.
3+ years of leadership experience
Skills & Abilities:
Core competencies- Industry Knowledge, Communication Skills, Judgement and Decision Making, Data Analysis, Innovation, and Employee Development and Coaching
People-first attitude with the ability to build and maintain relationships while always remaining diplomatic and tactful.
Ability to manage in a fast paced, high call volume environment supporting voice, email, and chat
Strong coaching and mentoring skills and with the ability to create SMART development plans
Excellent analytical skills with a proactive nature
Strong aptitude for analyzing data to drive decision making to improve efficiencyStrong organization skills with a drive to meet deadlines
An affinity for accuracy and efficiency
Knowledge of retirement investment vehicles, savings calculators, and investment types for R&WClient focused attitude with the ability to build and maintain relationships while always remaining diplomatic and tactful.
Able to transfer knowledge and coach in a 1-1 setting
Possesses strong written and verbal communication skills.
Able to apply relationship building skills to internal and external clients.
Has strong computer aptitude; proficient in Microsoft suite of products
Display timely and accurate decision making with an aptitude of prioritization
Ability to operate and navigate several computer systems simultaneously
Is detail-oriented, organized, and dependable
Proactive approach to resolving issues
Takes accountability and ownership of issues
Ability to maintain the highest quality of service and professionalism.
High emotional intelligence and is able to perform well in a collaborative team environment.
Ability to solve complex issues, both independently and in a collaborative team environment with a focus on FCR (first call resolution)
Working knowledge of Salesforce/Service Cloud preferred
Bilingual language skills are preferred.
Other Requirements:Prolonged periods of sitting at a desk and working on a computer
Compensation & Benefits
$72,000-$82,000 per year
Top Skills
Microsoft Suite
Salesforce
Service Cloud
Similar Jobs at Inspira Financial
Fintech
The Support Specialist Team Lead provides real-time assistance to call center support specialists, resolves escalated issues, and mentors team members while ensuring high-quality service and compliance with procedures.
Top Skills:
Microsoft SuiteSalesforceService Cloud
Fintech
The Sr. Quality Engineer leads QA efforts, implementing strategies, managing a team, and ensuring high-quality product delivery through automation and agile methodologies.
Top Skills:
AWSAzureJIRAPythonSelenium
Fintech
The IT Operations Admin II provides technical support for application products, assists in system creation, conducts training, and analyzes data trends. Responsibilities include problem ticket resolution, documenting processes, and supporting software training programs.
Top Skills:
Ms Office ApplicationsProjectSharepointSQLVisio
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
