Coordinator, Employer Services

Vestwell; New York (NY); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Competitive health coverage

Generous vacation

401(k) plan

Employee Wellbeing Committee

Job summary

Dormont Manufacturing Co is looking for a dedicated Employer Services Coordinator based in New York City or other specified locations. This role focuses on supporting Plan Sponsors through effective communication, managing expectations, and resolving client issues in a timely manner.

Strong multitasking abilities and a customer service mindset are essential. Proficiency in tools like Excel and attention to detail will be key to success in this position. The offer includes competitive benefits and a hybrid work policy.

Qualifications

• Ability to manage high volumes of client inquiries and multitask.
• Strong commitment to customer service and proactive attitude required.
• Excellent attention to detail to ensure accuracy in communications.

Responsibilities

• Support Plan Sponsors by answering emails and calls professionally.
• Manage client expectations and work on administration issues.
• Collaborate with internal teams to resolve client issues effectively.
• Share insights to help improve the planning roadmap.

Skills

Multitasking

Customer service

Time management

Proficiency in Excel

Attention to detail

Tools

Adobe Acrobat

Google Sheets

Google Docs

Job description

Employer Services Coordinator

We are seeking an energetic and reliable professional to support our Plan Sponsors by answering emails and calls, applying company policies to resolve client issues, and escalating challenges when necessary.

Key Responsibilities

• 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.
• Be the friendly, knowledgeable first point of contact for inbound inquiries.
• Conduct appropriate and timely follow‑up to ensure the highest level of service.
• Communicate in a relatable, humanized way to promote trust and allegiance.
• Create tickets and provide follow‑up as required.
• Adhere 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.
• Post interaction within our tooling to document updates to client accounts.

Qualifications

• 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.
• Must be willing to work 9am ET to 6pm ET.

Preferred Extras

• Retirement industry experience.
• Series 6, 7, 63, 65, 66 licenses.
• QKA, QKC qualifications.

Location: This role will be based in either the New York City, Austin, King of Prussia, or Phoenix office, and will be part of Vestwell’s hybrid in‑office operation.

Salary: The expected base salary range for this position is $50K – $55K base. This position is eligible to participate in the Company Bonus Pool and may receive new‑hire equity. Salary bands are based on NY and similar metro areas and may differ based on the final location.

Benefits

We offer competitive health coverage, generous vacation, a hybrid office policy, and a 401(k) plan. Employees also benefit from a dedicated Employee Wellbeing Committee and access to a range of wellness resources.