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About the Role

Vestwell is seeking an energetic and reliable Employer Services Senior Associate to join their team. This role involves working directly with Plan Sponsors, answering inquiries, solving client issues using company policies, and escalating challenges when necessary. The ideal candidate is a dynamic individual who can work cross-functionally to facilitate resolutions for client satisfaction issues, demonstrating strong curiosity, critical thinking, resilience, and adaptability.

Responsibilities

Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues.
Help manage client expectations to avoid any disconnects with process and timing standards.
Collaborate across all internal teams to resolve client issues and act as the liaison between internal teams and clients for resolution, feedback, and satisfaction.
Identify and resolve one-touch tickets at initial contact using available online tools.
Provide detailed, accurate, and timely responses to client email inquiries.
Share data-driven insights with product teams to improve the platform and planning roadmap.
Participate in scheduled client conference calls to provide plan status and updates on remediation of client issues.
Serve as the first point of contact for a high volume of inbound client phone calls.
Conduct appropriate and timely follow-up to ensure the highest level of service.
Communicate in a relatable, humanized way to promote trust and allegiance.
Create tickets and provide follow-up as required.
Adhere to client-facing and internal Service Level requirements.
Support the team with handling complaints, troubleshooting problems, and providing solutions, escalating to the Legal and Compliance Team when needed.
Post interaction within tooling to document updates to client accounts.
Host or moderate webinars, guiding sponsors through registration and the portal, and answering questions.

Requirements

Minimum of 2 years working within a Services role in the Retirement or Financial Services industry.
Team mentality and the ability to multitask while attending to a high volume of incoming inquiries.
Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications.
Strong critical thinking and problem-solving skills.
Commitment to superior customer service.
Curiosity and a desire to learn.
Positive and proactive attitude.
Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories.
Excellent attention to detail and accuracy.
Proficient with numbers and basic calculations.

Skills

Excel/Google Sheets
Word/Google Docs
Adobe Acrobat
Customer Service
Problem-solving
Time Management
Organizational Skills
Critical Thinking

Location

New York
Austin
King of Prussia
Scottsdale

Work Type

Hybrid

Experience Level

Minimum of 2 years working within a Services role in the Retirement or Financial Services industry

Education Level

Series 6
Series 7
Series 63
Series 65
Series 66
QKS
QKA
QKC

Salary/Compensations

$60K - $70K base

Benefits

Comprehensive health benefits
Generous time off
Dedicated Employee Wellbeing Committee
Competitive 401(k) plan
Company Bonus Pool
New hire equity

About the Company

Vestwell is the financial technology company powering the new savings economy.
Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs.
Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states.
Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, financial institutions, payroll providers, government agencies, and individual savers.

Equal Opportunity

Vestwell’s Privacy Policy.
Attention California residents: In the course of conducting our business and complying with federal, state, and local government regulations governing such matters as employment, tax, insurance, etc., we must collect Personal Information from you.
Should you accept employment with Vestwell you may view our California Privacy Rights Act here: Vestwell’s California Privacy Rights Policy.