Team Lead, Employer Services

WHO ARE WE LOOKING FOR?

We are seeking an energetic and reliable professional to join our team as a Lead, Employer Services. The ideal candidate will be responsible for overseeing a team of individual contributors while also providing direct, high-quality service to clients. As a Team Lead, you will mentor and manage a small subteam, ensuring that client needs are met promptly and effectively, while maintaining high standards of performance and compliance. You will serve as a subject matter expert for your team, supporting day-to-day operations and guiding team members in their professional development.

Our mission-driven Employer Services team members are 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. As a Lead, Employer Services, 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 and can effectively coach others to do the same jump to the front of the line.

Employer Services Team Lead exhibits strong critical thinking and problem-solving abilities, using curiosity to drive innovative, scalable solutions for complex client challenges. They demonstrate resilience under pressure, lead others through ambiguity, and model thoughtful decision-making that elevates both the client experience and team performance. 

WHAT WILL YOU BE DOING?

Day-to-day you will be expected to:

• Act as the primary point of contact for a group of 401(k) plan sponsor clients, ensuring excellent service delivery by responding to client inquiries regarding plan administration, contributions, and integrations in a timely and accurate manner.
• Collaborate with cross-functional teams to troubleshoot and resolve complex client issues.
• Manage and effectively resolve client escalations as they arise using strong critical thinking and sound judgement to ensure optimal outcomes for clients, leading to high retention.
• 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, mentor, and coach a small subteam of individual contributors, fostering a culture of teamwork, accountability, and professional growth.
• Collaborate on team performance reviews, provide constructive feedback, and help team members set and achieve personal and professional goals.
• Lead team training and development as needed, ensuring team members are up-to-date on industry trends, best practices, and product changes.

• Identify opportunities for process improvements within the Employer Services function to enhance client satisfaction and operational efficiency.
• Collaborate with cross-functional teams (e.g., Compliance, Operations, and Sales) to ensure a seamless client experience and resolve any issues that arise.
• Monitor and report on team performance, including client satisfaction, service level adherence, and overall productivity.
• Provide guidance and support in the completion of projects and tasks, ensuring high-quality service delivery and adherence to timelines.
• Monitor and reallocate resources as necessary to ensure solid coverage of all client needs and Vestwell workstreams.
• 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 critical thinking, research, and problem solving skills
• Previous people management or leadership experience 
• 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:

• Fintech or Retirement industry experience
• Series 6, 7, 63, 65, 66
• QKA, QKC
• Six sigma
• Previous experience from Payroll, Employee Benefits, and People Management

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

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.