Coordinator, Employer Services at Vestwell

<div class="content-intro"><p>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.&nbsp;</p> <p>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.</p> <p>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&nbsp;<a href="http://vestwell.com/">vestwell.com</a></p></div><p><strong>Who Are We Looking For?</strong></p> <p><span style="font-weight: 400;">We are seeking an energetic and reliable professional to join our team as an Employer Services Coordinator. 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.&nbsp;</span></p> <p><span style="font-weight: 400;">Our mission-driven Client Success 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&nbsp; with an ability to make quick and accurate decisions. As a Client Success Coordinator 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. Those who work tirelessly through the lens of hospitality and customer service jump to the front of the line.</span></p> <p><strong><br>What Will You Be Doing?</strong></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Help manage client expectations to avoid any disconnects with process and timing standards.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">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.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Identify and resolve one-touch tickets at point of initial contact by utilizing available online tools.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Share data-driven insights with our product teams to improve our platform and planning roadmap.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Being the friendly, knowledgeable first point of contact for inbound inquiries.&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Conducting appropriate and timely follow up to ensure the highest level of service.&nbsp;</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Communicating in a relatable, humanized way to promote trust and allegiance.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Creating tickets and providing follow-up as required.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Adhering to client-facing and internal Service Level requirements.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Posting interaction within our tooling to document updates to client accounts.</span></li> </ul> <p><strong>Requirements</strong></p> <p><span style="font-weight: 400;">The Necessities</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Team mentality and the ability to multitask while attending to a high volume of incoming inquiries.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Strong commitment to superior customer service.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Positive and proactive attitude.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Proficiency is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories as we are a paperless office.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Excellent attention to detail and accuracy, proficient with numbers and basic calculations.</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Must be willing to work 9am ET to 6pm ET.</span></li> </ul> <p><span style="font-weight: 400;">The Extras</span></p> <ul> <li style="font-weight: 400;"><span style="font-weight: 400;">Retirement industry experience</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">Series 6, 7, 63, 65, 66</span></li> <li style="font-weight: 400;"><span style="font-weight: 400;">QKA, QKC</span></li> </ul> <p>This role will be based in either the Austin, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation.<br><br>The expected base salary range for this position is $50K - $55K 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.</p><div class="content-conclusion"><p><strong>OUR BENEFITS</strong></p> <p><span style="font-weight: 400;">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, Austin, King of Prussia, and Phoenix offices, so everyone has a setting that is the most productive for them. Oh, and naturally we have a great 401(k) plan!</span></p> <p><span style="font-weight: 400;"><strong>OUR PROCESS</strong><br><br>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.&nbsp;<em data-stringify-type="italic">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.</em>&nbsp;We prioritize transparency and lack of surprise throughout the process.</span></p> <p><span style="font-weight: 400;">For your awareness you will only receive correspondence from [email protected] any other domain not ending in&nbsp;<a href="http://vestwell.com/">Vestwell.com</a>&nbsp;is not our Recruitment team.</span></p> <p><span style="font-weight: 400;"><em>Vestwell’s&nbsp;</em><a href="https://www.vestwell.com/privacy-policy"><em>Privacy Policy.</em></a><em>&nbsp;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:&nbsp;</em><a href="https://docs.google.com/document/d/1lKSzA8qE7YIAJe2ZZahLWzFp9EZP1IuS/edit?usp=sharing&amp;ouid=111643980444675168924&amp;rtpof=true&amp;sd=true"><em>Vestwell’s California Privacy Rights Policy.</em></a></span></p></div>