Senior Associate, Financial Services

Vestwell; Austin (TX); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Comprehensive health benefits

Generous time off

Competitive 401(k) plan

Job summary

Vestwell is seeking a client servicing professional based in Austin for a hybrid role. You will assist advisors and sponsors, ensuring their needs are met and also manage client inquiries effectively.

The ideal candidate has a strong customer service background and proficiency in Excel and Google Docs. This role offers a competitive salary between $60K and $75K, with participation in the Company Bonus Pool and equity options.

Qualifications

• Ability to multitask with high volume inquiries.
• Strong critical thinking skills.
• Proficiency with office tools like Excel and Google Docs.

Responsibilities

• Assist with servicing needs for advisors and sponsors.
• Collaborate with internal teams to resolve client issues.
• Provide timely responses to client inquiries.

Skills

Customer service skills

Time management

Problem-solving

Proficiency with Excel

Attention to detail

Tools

Excel

Google Sheets

Adobe Acrobat

Job description

Responsibilities

• Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are met and assist with administration issues.
• Help manage client expectations to avoid any disconnects with process and timing standards.
• Collaborate across all internal teams to resolve client issues and act as the voice between internal teams and clients to manage resolution, feedback, and satisfaction.
• Identify and resolve one-touch tickets at the point of initial contact by utilizing available online tools.
• Provide detailed, accurate and timely responses to client email inquiries.
• Share data‑driven insights with product teams to improve the platform and planning roadmap.
• Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues.
• Serve as the friendly, knowledgeable first point of contact for a high volume of inbound client phone calls.
• 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 the Legal and Compliance Team when needed.
• Post interactions within our tooling to document updates to client accounts.
• Host or moderate webinars, walking sponsors through registration and the portal, and answering questions.

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 critical thinking and problem‑solving skills.
• Commitment to superior customer service.
• Curiosity and a desire to learn.
• Positive and proactive attitude.
• Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories (paperless office).
• Excellent attention to detail and accuracy; proficient with numbers and basic calculations.

Preferred Qualifications

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

Location: This role will be based in either the Austin, King of Prussia, or Scottsdale office and will be part of Vestwell's hybrid in‑office operation.

Compensation: Expected base salary range is $60K – $75K. The position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

Benefits

Vestwell offers comprehensive health benefits, generous time off, a dedicated Employee Wellbeing Committee, a competitive 401(k) plan, and a hybrid work model that offers flexibility while providing access to collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale.