Senior Associate, Employer Services

WHO ARE WE LOOKING FOR?

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

As a Senior Associate, Employer Services 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 brings strong critical thinking and problem-solving skills, paired with curiosity that drives them to explore creative, client-focused solutions. They are resilient and adaptable, able to navigate challenges independently while continuously learning and improving outcomes for clients. The Sr. Associate cares deeply about the client experience and uses their skills to improve internal processes and provide suggestions and feedback to their team to ensure delivery of exceptional service. 

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:

• Partner with your designated team and cross-functionally with Partner Success Managers to manage a pod consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues.
• 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. 
• 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 client phone and email 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.
• Conduct team training and assist with peer-to-peer coaching and development as needed, ensuring team members are up-to-date on industry trends, best practices, and product changes.
• Own projects and tasks as assigned, ensuring high-quality project delivery and adherence to timelines.
• De-escalate client issues by providing timely, informative communication and building trust and rapport with Vestwell clients and advisors.
• Host or moderate webinars, walking sponsors through the registration and the portal, and answering questions.

REQUIREMENTS

The Necessities:

• Fintech, Financial Services, or Retirement industry experience
• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries 
• Develop and maintain a strong business partnership with Plan sponsor and vendors
• Strong time management 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

The Extras:

• Series 6, 7, 63, 65, 66
• QKA, QKC
• Six sigma
• Previous experience from Payroll, Employee Benefits

Candidates must be able and willing to work between 11:00AM - 8:00PM Eastern Time.

The expected base salary range for this position is $65K - $70K 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.

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