Client Service Coordinator

Vestwell; King of Prussia (Montgomery County); Hybrid; USD 50,000 - 60,000; Full time

Job summary

Ein innovatives Unternehmen im Finanztechnologiesektor sucht einen engagierten Client Service Coordinator, um das Team zu unterstützen. In dieser Rolle sind Sie die erste Anlaufstelle für Kundenanfragen und bieten exzellenten Service, während Sie Lösungen für Kundenprobleme finden. Mit einem Fokus auf Kundenzufriedenheit und effektive Kommunikation tragen Sie zur Verbesserung der Kundenbindung und zur Erreichung von Unternehmenszielen bei. Das Unternehmen bietet ein hybrides Arbeitsumfeld, das Flexibilität und eine unterstützende Kultur fördert, sowie wettbewerbsfähige Vergütung und umfassende Leistungen. Wenn Sie eine Leidenschaft für Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Benefits

Wettbewerbsfähige Gesundheitsversorgung

Großzügiger Urlaub

Ausrüstung für Remote-Arbeit

401(k)-Plan

Qualifications

• Erfahrung im Kundenservice oder gleichwertige Ausbildung erforderlich.
• Bevorzugte Erfahrung in der Rentenbranche und im Callcenter.

Responsibilities

• Beantwortung von Anfragen per Ticket, E-Mail und Telefon.
• Bereitstellung hervorragender Kundenbetreuung und Unterstützung.

Skills

Kundenservice

Kommunikationsfähigkeiten

Teamarbeit

Problembehebung

Bilingual (Spanisch)

Education

College-Abschluss

Erfahrung im Callcenter

Tools

Jira

Zendesk

Asana

Google Workspace

Job description

Join to apply for the Client Service Coordinator (VSS) role at Vestwell

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 a Service Center Coordinator. Successful candidates are responsible for providing support to our sponsors by direct verbal and written communication, utilizing company policies to help solve client issues, and escalating challenges to the managerial team when necessary.

Our Client Service Coordinators are the first point of contact for customers, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions. The Client Service Coordinator must demonstrate a commitment to client service through timely, confidential responses, exceptional work ethic, and a positive attitude. This position requires partnering closely with the customer to provide valuable insights and direction.

What will you be doing?

Day-to-day You Will Be Expected To

• Responding to inbound inquiries via ticket, email, and phone
• Provide excellent customer service and support, responding to support requests promptly and offering multiple communication channels
• Provide complete and accurate responses with empathy and understanding
• Resolve issues efficiently, minimizing inconvenience to clients
• Communicate clearly and professionally in verbal and written forms
• Handle confidential data securely to prevent unauthorized access or disclosure
• Proactively troubleshoot and resolve concerns
• Review program documents and provide accurate information per Vestwell’s guidelines
• Gather and relay feedback to leadership and product teams for improvements
• Work overtime as needed to meet business needs
• Provide IRA knowledge as required

Satisfying quality assurance and KPI requirements, and driving client retention and satisfaction:

• Enhance client retention through effective communication and activity management
• Prioritize tasks to meet service responsiveness goals
• Create tickets and follow-up appropriately
• Achieve individual and team goals for service levels, growth, and retention

Requirements

The Necessities:

• College degree or equivalent customer service experience
• Some retirement industry experience preferred
• Call center experience is a plus
• Bilingual in Spanish preferred
• Effective communication skills (clear, professional, concise)
• Ability to work collaboratively in a team environment
• Flexible, creative, results-oriented, and collaborative mindset
• Ability to perform in a fast-paced environment within deadlines
• Experience with internal tools (e.g., Jira, Zendesk, Asana, Google Workspace)
• Retirement certifications (e.g., QKA, CISP) are a plus
• Availability to work one of the specified shifts: 9:00 AM - 6:00 PM EST, 11:00 AM - 8:00 PM EST, or 1:00 PM - 10:00 PM EST

Work Location

This role is based in our King of Prussia office and involves a hybrid in-office work arrangement.

This is a non-exempt, overtime-eligible position with an expected salary range of $50K-$60K, final offer based on experience.

Benefits

We offer competitive health coverage, generous vacation, a bright office environment, equipment for remote work, and a 401(k) plan. We value health and wellness, and provide a supportive environment for growth.

Our Process

Our interview process includes initial conversations, skill assessments, and references checks, with a focus on transparency. Only correspondence from [e-mail] is official.

Additional Information

Seniority level: Entry level

Employment type: Full-time

Job function: Business Development and Sales