Senior Associate, Financial Services

MoneyLion; Austin (TX); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Generous time off

Employee Wellbeing Committee

Hybrid work model

New-hire equity

401(k) plan

Job summary

Vestwell is seeking an energetic Employer Services Senior Associate to join our team. You will be the first point of contact for Plan Sponsors, handling emails and calls, applying policies, and escalating when needed.

Based in a hybrid in-office setup, the role requires servicing advisors and sponsors, providing data-driven insights, and participating in client calls to relay status and remediation progress.

Qualifications

• High-volume client inquiries require strong time management and organization.

Responsibilities

• Assist with servicing a book of advisors and sponsors to meet their needs.
• Manage client expectations to align with processes and timing standards.
• Collaborate across teams to resolve client issues and communicate updates.

Skills

Team mentality

Multitasking

Time management

Problem solving

Customer service

Curiosity

Proactive attitude

Attention to detail

Excel/Sheets

Word/Docs

Adobe Acrobat

Browsing directories

Tools

Excel/Google Sheets

Word/Google Docs

Adobe Acrobat

Job description

Vestwell is the financial technology company powering the new savings economy. Our 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 over 2M active savers, with over $50B in assets saved across all 50 states. Vestwell’s platform serves a diverse clientele, including financial advisers, employers, third‑party administrators, financial institutions, payroll providers, government agencies, and individual savers.

Job Overview

We are seeking an energetic and reliable professional to join our team as an Employer Services Senior Associate. Successful candidates will be responsible for working directly with our Plan Sponsors by answering incoming emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary. The role is the first point of contact for customers and requires a passion for delivering memorable client experiences.

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 to resolve any client issues and act as the voice between our internal teams and our clients to manage resolution, feedback, and satisfaction.
• Identify and resolve one‑touch tickets at point of initial contact by utilizing available online tools.
• Provide detailed, accurate and timely responses to client email inquiries.
• 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.
• 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 our Legal and Compliance Team when needed.
• Post interactions within our tooling to document updates to client accounts.
• Host or moderate webinars, walking sponsors through the registration and the portal, and answering questions.

Requirements – The Necessities

• 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 as we are a paperless office.
• Excellent attention to detail and accuracy, proficient with numbers and basic calculations.

Preferred Qualifications – The Extras

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

Location and Compensation

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

Benefits

We prioritise employee wellbeing through comprehensive health benefits, generous time off, and a dedicated Employee Wellbeing Committee. Our hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale. We also offer a competitive 401(k) plan.