Role Description Pearl Interactive Network is seeking to hire Remote Triage Consultants. The Triage Consultant I (TC I) is responsible for providing assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and work/life issues to military service members and their families. The TC I demonstrates an ability to effectively handle and manage high-risk calls with professionalism and in accordance with established protocols. The TC will maintain the highest degree of sensitivity, compassion, and respect for service members and their families. Essential Duties and Responsibilities - Conduct comprehensive professional assessments of users’ needs for core NMC/EAP and work/life services, which can include but are not limited to, non-medical counseling, health and wellness, and other specialty and add-on services. - Meet requirements for and act as a mentor to new and less experienced triage consultants. - Ensure all calls are handled according to contractual service standards. - Act as a clinical Point of Contact (POC) for the supervisors when indicated by business needs. - Educate participants on specialty program offerings, promote services, and demonstrate knowledge of military culture. - Assess the needs of the caller to ensure first-call resolution of all presented needs. - Demonstrate outstanding customer service. - De-escalate callers, navigate resources, resolve complex concerns, and assess and take action in crisis situations. - Identify high-risk cases and respond as indicated under the direction of the supervisor and in accordance with established protocols. - Perform call follow-up and reporting as assigned. - Document all cases in the Case Management System (CMS). - Demonstrate better than average understanding of military culture and address service members by their rank, thank service member and their families for their service, and has excellent empathic listening skills paired with appropriate clinical interventions. - Follow established protocols and complete all annual compliance requirements such as External Certification Authority (ECA) renewal as well as annual training such as Cyber Awareness and PII to ensure access to the CMS system is maintained. Qualifications - Master’s degree in Social Work, Marriage and Family Therapy, Counseling, or other human services fields required. - Minimum 1-year related post-graduate work experience. - Contact/call center experience preferred due to high call volume. - Must be a U.S. Citizen. - This position requires the ability to obtain and maintain a federal Public Trust background investigation, which includes criminal history, employment, education, and credit checks. - Experience in counseling, social work, and mental health services. Behavioral health experience preferred. - Knowledge of mandated procedures for child or elder abuse situations. - Familiarity in core service areas of child development, parenting, adoption, education, and service for older adults. - Military spouse or family member experience in a military community is highly desirable. - Ability to type 50 wpm. - Strong MS Office skills (Word, Excel, PowerPoint). - Comply with all HIPAA Compliance regulations. Technical Skill Proficiency Requirements - Multitask Efficiently: Seamlessly switch between multiple screens or applications to access relevant information quickly. - Attention to Detail: Carefully review and cross-reference data from different sources to ensure accuracy and consistency. - Technical Proficiency: Use various software tools, databases, and systems without difficulty, ensuring smooth operation and minimal downtime. - Information Synthesis: Collect, interpret, and integrate data from multiple sources to make informed decisions or provide accurate responses. - Time Management: Prioritize tasks effectively to manage time spent on different screens and data sets, ensuring productivity and meeting deadlines. Technical Equipment and Remote Office Requirements - Broadband internet connection with a minimum download speed of 25 Mbps and upload speed of 5 Mbps. No Satellite Connections. - Ethernet cable access. Wi-Fi-only connectivity is prohibited. - Private and secure workspace within your home, away from noise and distractions. - Computer equipment, monitor, and headset provided. Physical Requirements - While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear. - The employee is regularly required to sit for prolonged periods of time. - The employee must occasionally lift and/or move up to 10 pounds. - Specific vision abilities required by the job include close vision, distance vision, depth perception, and the ability to adjust focus. Operating Hours - 10 AM - 11:30 PM EST Sun-Sat, Various Shifts Available. Preferred Locations - NC, CO, VA, TX, AL, MS, GA, WI, LA, TN, AZ. Benefits - Medical, Dental, Vision, and Life Insurance. - Paid time off, Paid holidays. - 401K eligibility. - Additional ancillary benefits to support your lifestyle professionally, physically, and financially through our professional development and coaching program. - Overtime incentive pay is provided for this role when the client requests assistance at specific intervals.

• Gather, analyze, and document business needs through workshops, interviews, and structured analysis • Translate needs into clear deliverables: user stories, acceptance criteria, functional specs, use cases, and requirements traceability • Model and optimize end‑to‑end processes (BPMN, capability maps, TOM) • Contribute to customer‑focused change: customer journeys, omnichannel concepts, and service/design‑thinking workshops • Set up and run PMO structures: governance, reporting, risks, dependencies, resource/portfolio overviews, and executive‑ready updates • Prepare and facilitate project routines (SteerCo, working groups), including minutes and decision logs • Coordinate delivery across business, IT, and vendor teams in classic/agile/hybrid environments • Support test management, UAT/acceptance activities, and go‑live coordination

• Lead SOC 1 and SOC 2 assessments • Prepare and review draft reports • Conduct audit quality and assurance procedures • Utilize thorough knowledge of information security systems, risks, and controls • Help train and supervise audit associates on SOC engagements • Perform other administrative duties and assist with internal initiatives as assigned

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. As a Workplace Planning Consultant , you will be part of our growing Empower Personal Wealth consultation team, providing support to our customers at key life moments. Our Financial Consultants provide guidance on available account options for our customers’ retirement savings goals, such as 401K and IRA products. At Empower, we believe in owning your career. New Consultants will have the opportunity to promote to a Senior Financial Consultant, increasing your overall income potential. The compensation package includes a base salary plus incentive compensation, creating the opportunity to earn a generous paycheck. The incentive compensation component will be variable and tied to specific metric-related goals set by Empower. What you will do: - Provide over the phone guidance at key life moments to our customer, such as starting or ending employment regarding their employer-sponsored retirement account - Discuss available account options, such as 401K and IRAs, to align to customer’s retirement savings goals - Educate our customers on information specific to their retirement plan, comparing options to best support their savings goals - Focus on deepening customer’s relationship with Empower What you will bring: - Bachelor's degree or an equivalent combination of education and professional work experience - Minimum of 1 year experience in performance/goal-oriented roles, ideally in asset growth and retention - Current FINRA licenses and/or ability to successfully obtain FINRA 7, 63 & 65 (or 66) registrations within corporate-established timelines and complete FINRA fingerprinting upon hire - Motivated, self-starter with the ability to learn new information quickly and independently - Demonstrated relationship management and customer service skills - Problem-solving skills and ability to engage with customers, ask questions, share thoughts & offer solutions What will set you apart: - Previous experience with inbound and/or phone-based consultation - Proficiency with Microsoft Suite of Products (Word, Excel, PowerPoint, Excel, etc.) - Ability to quickly learn new systems and prior experience with SalesForce a plus - Good understanding of IRAs, retirement investment products/services and the qualified retirement plan environment - A growth mindset to meet company and team goals This position can be done remotely. ***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.*** What we offer you We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance. - Medical, dental, vision and life insurance - Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup - Tuition reimbursement up to $5,250/year - Business-casual environment that includes the option to wear jeans - Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year - Paid volunteer time — 16 hours per calendar year - Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA) - Business Resource Groups (BRGs) – BRGs facilitate inclusion and collaboration across our business internally and throughout the communities where we live, work and play. BRGs are open to all. Base Salary Range $0.00 - $0.00 The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Equal opportunity employer • Drug-free workplace 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 (40 and over), 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. ***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.*** Job Posting End Date at 12:01 am on: 03-31-2026 Want the latest money news and views shaping how we live, work and play? 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