Senior Associate, Financial Services

Vestwell; New York (NY); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Company Bonus Pool

New-hire equity

401(k) plan

Job summary

Vestwell is seeking an energetic and reliable Employer Services Senior Associate to serve as the first point of contact for Plan Sponsors, answering emails and calls, applying policies, and escalating complex issues. The role emphasizes delivering memorable client experiences in a dynamic, fast‑paced environment.

You will collaborate with multiple internal teams, resolve issues, and provide data‑driven insights to improve the platform while supporting high‑volume client interactions and

Qualifications

• Team mentality and the ability to multitask under high inquiry volume.
• Strong time management and organizational skills.
• Strong critical thinking and problem‑solving abilities.
• Commitment to superior customer service.
• Curiosity and a desire to learn.

Responsibilities

• Assist with a book of business of advisors and sponsors to ensure servicing needs are met.
• Help manage client expectations to avoid disconnects with process and timing standards.
• Collaborate across internal teams to resolve client issues and manage resolution.
• Identify and resolve one‑touch tickets at point of initial contact using online tools.
• Provide detailed, accurate and timely responses to client emails.
• Share data‑driven insights with product teams to improve the platform and roadmap.
• Participate in scheduled client conference calls to provide status updates.
• Serve as the friendly first point of contact for a high volume of inbound calls.
• Conduct timely follow‑ups 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 and escalating to Legal and Compliance when needed.
• Post interactions in our tooling to document updates to client accounts.
• Host or moderate webinars, walking sponsors through registration and the portal.

Skills

Team mentality

Multitasking

Time management

Critical thinking

Customer service

Curiosity

Positive attitude

Attention to detail

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.