Associate – Saver Services @ Vestwell

Customer Experience & Support (2)
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Customer Experience & Support (2)

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech 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 nearly 1.5 Million active savers, with over $30 billion in assets saved across all 50 United States.

Vestwell offers a range of products, including workplace-delivered retirement plans, employer-offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities.

Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com

Who Are We Looking For?

We are seeking an energetic and reliable professional to join our team as a Saver Services Associate. Successful candidates will be responsible for answering incoming client emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary.

Our Associates are often the first point of contact for customers, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions. Those who work tirelessly through the lens of hospitality and customer service jump to the front of the line.

What Will You Be Doing?

Day-to-day you will be expected to:

Responding to inbound inquiries via email, chat, and phone

Providing complete/accurate responses issued with empathy and understanding
Proactively handling concerns, troubleshooting problems, and providing solutions
Responsible for reviewing plan documents and processing distribution requests
Effectively gathering and analyzing information while using reason and good judgment to solve client problems
Researching with the Vestwell team, as needed, to resolve inbound inquiries and respond to clients within promised deadlines
Constantly evaluation our product and processes for improvement
Providing continuous feedback to our product team around client interactions with our platform

Satisfying quality assurance and KPI requirements

Meeting quality control expectations through the monitoring of contact resolution
Adhering to prioritization requirements, in order to meet Company goals for servicing responsiveness
Creating tickets and providing follow-up as required
Adhering to client facing and internal Service Level requirements

Ensuring client retention and maintenance

Being the friendly, knowledgeable first point of contact for inbound inquiries
Conducting appropriate and timely follow up to ensure the highest level of service
Communicating in a relatable, humanized way to promote trust and allegiance

Requirements

The Necessities:

College degree, some customer service experience, and financial service experience preferred
Strong verbal, written, follow-up, and organization skills
Comfortable with inbound and outbound phone calls
PC literacy, experience with Zendesk and Jira is a plus
Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
Flexible and adaptable to a constantly changing responsibilities and assignments
Bilingual (English/Spanish) required for daily client communications

The expected base salary range for this position is $55K - $60K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

OUR BENEFITS

We’re an innovative, high-growth company, with lots of exciting milestones ahead. We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee, we offer competitive health coverage and generous vacation offering. We have adopted a hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in our Midtown Manhattan office, so everyone has a setting that is the most productive for them. Oh, and naturally we have a great 401(k) plan!

OUR PROCESS

It starts the same for every candidate: getting to know the team members through 1-2 conversations about Vestwell, your experience, and your interests. Next steps can vary by role, but the usual next steps are a skill or experience screen (e.g. a coding interview for an Engineer, a portfolio review for a Designer, deeper experience call for other roles) which leads to a virtual or in-person interview panel after that if the screens go well. Before making an offer, our interview process concludes with a references check stage for your recruiter to meet with a current or former supervisor and peer. We prioritize transparency and lack of surprise throughout the process.

For your awareness you will only receive correspondence from [email protected] any other domain not ending in Vestwell.com is not our Recruitment team.

Vestwell’s Privacy Policy. Attention California residents: In the course of conducting our business and complying with federal, state, and local government regulations governing such matters as employment, tax, insurance, etc., we must collect Personal Information from you. Should you accept employment with Vestwell you may view our California Privacy Rights Act here: Vestwell’s California Privacy Rights Policy.

Associate – Saver Services

Vestwell

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