Senior Associate, Employer Services

Who Are We Looking For?

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

As an Employer Services Senior 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. The ideal candidate demonstrates strong curiosity and critical thinking skills, with an ability to analyze client needs and work cross-functionally to solve problems creatively. They are resilient, adaptable, and eager to learn while supporting clients and internal teams. 

Our mission-driven Employer Services team is often the first point of contact for customers, so we are interested in hiring individuals with a passion to provide memorable client experiences  with an ability to make quick and accurate decisions. Those who work tirelessly through the lens of hospitality and customer service jump to the front of the line.

What Will You Be Doing?

Day-to-day you will be expected to:

• 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 in order to resolve any client issues and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction.
• Identify and resolve one-touch tickets at point of initial contact by utilizing available online tools.
• Provide detailed, accurate and timely responses to client email inquiries.
• Share data-driven insights with our product teams to improve our platform and planning roadmap.
• Participate in 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 a high volume of inbound client phone calls.
• 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.
• Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed.
• Posting interaction within our tooling to document updates to client accounts.
• Host or moderate webinars, walking sponsors through the registration and the portal, and answering questions.

Requirements

The Necessities:

• Minimum of 2 years working within a Services roles 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 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

The Extras:

• Retirement industry experience
• Series 6, 7, 63, 65, 66
• QKS, QKA, QKC

This role will be based in either the New York, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation.

The expected base salary range for this position is $60K - $80K 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.