Senior Client Solutions Specialist - 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 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