Client Services Coordinator - Vestwell
New York City, NY
About the Job
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 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.
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 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.
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.
- 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 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.
- 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.
Requirements
The Necessities:
- 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 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:
- Retirement industry experience
- Series 6, 7, 63, 65, 66
- QKA, QKC
The expected salary range for this position is $50,000 - $55,000.
OUR BENEFITS
We're a growth stage startup 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 midtown Manhattan so everyone has a setting that is the most productive for them. We provide our team with all the equipment they need (plus a few perks!) to work effectively remotely. 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.