Client Success Senior Associate – Fintech (Hybrid)

VestweII; Town of Tonawanda (NY); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Hybrid in-office

Job summary

Vestwell is seeking a proactive Client Services Senior Associate to join our Employer Services team. You will handle inbound emails and calls, apply company policies to resolve client issues, and escalate when needed. The role emphasizes cross-functional collaboration to satisfy sponsor needs.

The ideal candidate has 2+ years in retirement/financial services, strong communication, and a customer-first mindset. Hybrid work with formal benefits and a base salary in the $60k–$80k range.

Qualifications

• Minimum 2 years in Services roles within Retirement or Financial Services.
• Strong time management and organizational skills to ensure timely communications.
• Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories.
• Excellent attention to detail and accuracy; comfortable with numbers and basic calculations.

Responsibilities

• Assist with servicing needs for advisors and sponsors; resolve administration issues.
• Manage client expectations to align with processes and timing standards.
• Collaborate across internal teams to resolve client issues and communicate resolutions.
• Handle one-touch tickets at initial contact using available tools.
• Provide timely, detailed responses to client inquiries by email and phone.
• Share data-driven insights with product teams to improve the roadmap.
• Participate in client conference calls to provide status updates on issues.
• Be the first point of contact for high-volume inbound calls; follow up as needed.
• Document updates to client accounts in our tooling; ensure SLA compliance.
• Host or moderate webinars; guide sponsors through registration and portal questions.

Skills

Customer service

Time management

Multitasking

Critical thinking

Problem solving

Attention to detail

Curiosity

Willingness to learn

Positive attitude

Communication

Tools

Excel/Google Sheets

Word/Google Docs

Adobe Acrobat

Network directories

Job description

Vestwell is seeking a proactive Client Services Senior Associate to join our Employer Services team. You will handle inbound emails and calls, apply company policies to resolve client issues, and escalate when needed. The role emphasizes cross-functional collaboration to satisfy sponsor needs.

The ideal candidate has 2+ years in retirement/financial services, strong communication, and a customer-first mindset. Hybrid work with formal benefits and a base salary in the $60k–$80k range.