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Associate, Client Services

New York, NY | King of Prussia, PA | Austin, TX

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and nearly 1.5 Million active savers, with over $30 billion in assets saved across all 50 United States. 

Vestwell offers a range of products, including workplace-delivered retirement plans, employer-offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities.

Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com

Who Are We Looking For?

We are seeking an energetic and reliable professional to join our team as an Employer Services Associate. Successful candidates will be responsible for working directly with our Clients  by answering incoming emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary. 

Our mission-driven associates are often the first point of contact for clients, so we are interested in hiring individuals with a passion to provide memorable client experiences  with an ability to make quick and accurate decisions. As an Employer Services Associate at Vestwell, you are a dynamic individual who will work cross-functionally across teams in order to communicate and facilitate resolutions for any client satisfaction issues. 

What Will You Be Doing?

Day-to-day you will be expected to:

  • Partner with your designated team and cross-functionally with Client Success Manager to manage clients consisting of advisors and employers to ensure their servicing needs are being met and assist with administration issues
  • Manage client expectations to avoid any disconnects with process and timing standard
  • Collaborate across all internal teams in order to resolve any client issues and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction. 
  • Share data-driven insights with our product teams to improve our platform and planning roadmap
  • Lead and/or attend scheduled client conference calls to provide plan status and updates on remediation of any client issues
  • Being the friendly, knowledgeable first point of contact for inbound inquiries 
  • Conducting appropriate and timely follow up to ensure the highest level of service
  • Communicating in a relatable, humanized way to promote trust and allegiance
  • Creating tickets and providing follow-up as required
  • Adhering to client-facing and internal Service Level requirements
  • Handling complaints, troubleshooting problems, and providing solutions
  • Effectively gathering and analyzing information while using reason and good judgment to solve client problems
  • Researching with the Vestwell team, as needed, to resolve inbound inquiries and respond to clients within promised deadlines
  • Providing complete/accurate responses issued with empathy and understanding 
  • Posting interaction within our tooling to document updates to client accounts

Requirements

The Necessities:

  • Team mentality and the ability to multitask while attending to a high volume of incoming inquiries 
  • Develop and maintain a strong business partnership with employers and vendors
  • Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications
  • Strong commitment to superior customer service
  • Positive and proactive attitude
  • Proficiency is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories as we are a paperless office
  • Excellent attention to detail and accuracy, proficient with numbers and basic calculations
  • Critical thinking skills to be able to use the information in front of you to come to quick and accurate conclusions

The Extras:

  • Retirement industry experience
  • Series 6, 7, 63, 65, 66
  • QKA, QKC
  • Six sigma
  • Previous experience from Banking, Financial Services, Payroll, Employee Benefits

This role will be based in our New York City HQ, King of Prussia, PA, or Austin, TX, and will be part of Vestwell's hybrid in-office operation (4x per week)

The expected base salary range for this position is $55K - $60K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

OUR BENEFITS

We’re an innovative, high-growth company, with lots of exciting milestones ahead. We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee, we offer competitive health coverage and generous vacation offering. We have adopted a hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in our Midtown Manhattan office, so everyone has a setting that is the most productive for them. Oh, and naturally we have a great 401(k) plan!

OUR PROCESS

It starts the same for every candidate: getting to know the team members through 1-2 conversations about Vestwell, your experience, and your interests. Next steps can vary by role, but the usual next steps are a skill or experience screen (e.g. a coding interview for an Engineer, a portfolio review for a Designer, deeper experience call for other roles) which leads to a virtual or in-person interview panel after that if the screens go well. Before making an offer, our interview process concludes with a references check stage for your recruiter to meet with a current or former supervisor and peer. We prioritize transparency and lack of surprise throughout the process.

For your awareness you will only receive correspondence from recruiting@vestwell.com any other domain not ending in Vestwell.com is not our Recruitment team.

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.

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