Associate of Employer Services

Vestwell; Scottsdale (AZ); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work

401(k) plan

Health coverage

Vacation and leave

Learning & development

Employee Wellbeing Committee

Job summary

Vestwell is seeking an energetic Employer Services Associate to serve as the first point of contact for clients, answering emails and calls and resolving issues per policy. You will work cross-functionally with internal teams to ensure client satisfaction and timely resolutions, while maintaining professional, humanized communication.

The role emphasizes data-driven follow-up, process adherence, and strong time management in a hybrid work environment with competitive benefits.

Qualifications

• Experience in customer service and client support.
• Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat.
• Ability to multitask in a high-volume environment.
• Background in Banking, Financial Services, Payroll, or Employee Benefits preferred.
• Certifications such as QKA/QKC/Series 6,7,63,65,66 and Six Sigma are advantageous.

Responsibilities

• Answer incoming emails and calls from clients using policy guidance to resolve issues.
• Escalate complex problems to the managerial team when needed.
• Collaborate with cross-functional teams to resolve client satisfaction issues.
• Manage client expectations and maintain timely communication.
• Lead or participate in client conference calls and document outcomes.

Skills

Customer service

Communication

Problem solving

Time management

Team collaboration

Data entry

Attention to detail

Tools

Excel/Google Sheets

Word/Google Docs

Adobe Acrobat

Job description

• 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
• 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

Benefits

• Competitive health coverage
• A dedicated Employee Wellbeing Committee
• Generous vacation, safe/sick time, and leave policies
• Strong focus on learning & development
• Hybrid work environment
• A great 401(k) plan!

Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communicationsPositive and proactive attitudeDevelop and maintain a strong business partnership with employers and vendorsStrong commitment to superior customer serviceCritical thinking skills to be able to use the information in front of you to come to quick and accurate conclusionsProficiency is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories as we are a paperless officeTeam mentality and the ability to multitask while attending to a high volume of incoming inquiriesExcellent attention to detail and accuracy, proficient with numbers and basic calculationsRetirement industry experienceQKA, QKCSeries 6, 7, 63, 65, 66Six sigmaPrevious experience from Banking, Financial Services, Payroll, Employee Benefits