Associate, Employer Services

Vestwell Inc; Northern, New York (KY, NY); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

401(k) plan

Bonus pool eligibility

Job summary

Vestwell is hiring an Employer Services Associate to serve as the primary contact for clients, answering inquiries, solving issues using company policies, and escalating when necessary. You will partner with client success teams to service advisors and employers, manage expectations, and document outcomes.

You’ll provide timely follow-ups, gather information, and ensure high client satisfaction with a human, collaborative approach.

Qualifications

• Strong customer service mindset and ability to handle inquiries gracefully.
• Capacity to multitask and manage high-volume communications.
• Excellent attention to detail and numerical aptitude.
• Proactive, collaborative approach with cross-functional teams.

Responsibilities

• Answer incoming emails and calls from clients, escalating when needed.
• Coordinate with Client Success Manager to service advisors and employers.
• Manage client expectations and ensure timely resolution of issues.
• Share data-driven insights with product teams to improve the platform.
• Document interactions and maintain accurate client records.

Skills

Customer service

Time management

Multitasking

Attention to detail

Effective communication

Tools

Excel

Google Sheets

Word / Docs

Adobe Acrobat

Job description

Vestwell is the financial technology company powering the new savings economy. Our 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 over 2M active savers, with over $50B in assets saved across all 50 states.

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 Associate. Successful candidates will be responsible for working directly with our Clients 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 associates are often the first point of contact for clients, 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 an Employer Services 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.

What Will You Be Doing?

Day-to-day you will be expected to:

• Partner with your designated team and cross-functionally with Client Success Manager to manage clients consisting of advisors and employers to ensure their servicing needs are being met and assist with administration issues
• Manage client expectations to avoid any disconnects with process and timing standard
• 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 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

Requirements

The Necessities:

• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
• Develop and maintain a strong business partnership with employers and vendors
• 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
• Critical thinking skills to be able to use the information in front of you to come to quick and accurate conclusions

The Extras:

• Retirement industry experience
• Series 6, 7, 63, 65, 66
• QKA, QKC
• Six sigma
• Previous experience from Banking, Financial Services, Payroll, Employee Benefits

This role will be based in either the New York City, 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 $55K - $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.

Employee Benefits

We’re an innovative, high-growth company with an exciting future ahead. At Vestwell, we prioritize employee wellbeing through comprehensive health benefits, generous time off, and a dedicated Employee Wellbeing Committee. Our hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale. And, of course, as a company focused on helping people save for the future, we offer a competitive 401(k) plan.

Interview Process

Our interview process starts the same for every candidate with 1-2 introductory conversations to learn more about your background, interests, and what you're looking for, while also giving you the opportunity to learn more about Vestwell and the team. From there, the process varies by role but typically includes a skills or experience-based assessment, such as a coding interview, portfolio review, or deeper discussion of your relevant experience. Successful candidates then move on to a virtual or in-person interview panel. Before extending an offer, we complete a reference check with a current or former manager and a peer. Throughout the process, we prioritize transparency, clear communication, and minimizing surprises.

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.