Employer Services Specialist - FinTech for Savings

Vestwell; Austin (TX); Hybride; USD 60 000 - 70 000; Plein temps

Avantages offerts par ce poste

Health benefits

Hybrid office environment

401(k) plan

New hire equity

Résumé du poste

Vestwell is seeking an energetic Employer Services Senior Associate to support plan sponsors by handling emails, calls, and issue resolution within a hybrid office model. You will work cross-functionally to ensure client satisfaction and timely service delivery.

The role emphasizes hospitality, problem-solving, and proactive communication, with opportunities for growth and involvement in webinars and product feedback.

Qualifications

• Minimum 2 years in a Services role in the Retirement or Financial Services industry.
• Team mentality and ability to multitask with high inquiry volume.
• Strong time management and organizational skills to ensure timely communications.
• Strong critical thinking and problem-solving skills.
• Commitment to superior customer service.
• Curiosity and a desire to learn.

Responsabilités

• Assist with a book of business consisting of advisors and sponsors to ensure servicing needs are met and assist with administration issues.
• Help manage client expectations to avoid disconnects with process and timing standards.
• Collaborate across internal teams to resolve client issues and relay updates between teams and clients.
• Identify and resolve one-touch tickets at point of initial contact using available online tools.
• Provide detailed, accurate, and timely responses to client email inquiries.
• Share data-driven insights with product teams to improve platform and roadmap.
• Participate in scheduled client conference calls to provide status updates and remediation steps.
• Serve as friendly first contact for a high volume of inbound client calls.
• Conduct timely follow-up to ensure high service levels.
• Communicate in a relatable, humanized way to foster trust and loyalty.
• Create tickets and provide follow-up as required.
• Adhere to client-facing and internal SLA requirements.
• Support the team with handling complaints, troubleshooting, and escalation to Legal/Compliance when needed.
• Document interactions in client accounts in our tooling.
• Host or moderate webinars, guiding sponsors through registration and portal and answering questions.

Connaissances

Time management

Multitasking

Critical thinking

Customer service

Curiosity

Positive attitude

Outils

Excel

Google Sheets

Word

Google Docs

Adobe Acrobat

Description du poste

Vestwell is seeking an energetic Employer Services Senior Associate to support plan sponsors by handling emails, calls, and issue resolution within a hybrid office model. You will work cross-functionally to ensure client satisfaction and timely service delivery.

The role emphasizes hospitality, problem-solving, and proactive communication, with opportunities for growth and involvement in webinars and product feedback.