Full-Time

Vestwell Service Center Manager

Confirmed live in the last 24 hours

Vestwell

Vestwell

201-500 employees

Digital 401(k) recordkeeping and savings solutions

Fintech

Mid

Phoenix, AZ, USA

Required Skills
Management
Word/Pages/Docs
Customer Service
Excel/Numbers/Sheets
Requirements
  • 3-5 years experience working in a call center environment including management of staffing
  • Develop and maintain strong business partnership with financial advisors, employers, participants and vendors
  • Bachelor’s degree or equivalent work experience
  • Strong commitment to superior customer service
  • Experience in successfully handling escalated customer requests
  • Positive and proactive attitude
  • Proficiency is required with Excel/Google Sheets, Word/Google docs, Adobe Acrobat, and browsing network directories
  • Excellent attention to detail and accuracy, proficient with numbers and basic calculations
  • Driven to achieve SLA through active daily monitoring and management
  • Knowledge of one or more recordkeeping systems
  • Series 7, 65, 66 license
  • Qualified 401(k) Administrator (QKA) credential
Responsibilities
  • Manage the day to day operation of the Service Center including supervisory leads and up to 20 Service Associates
  • Hiring qualified associates at all levels
  • Establish process and procedures for the daily management of the operation
  • Forecast required headcount based on current and future forecasted volume
  • Identify service needs that will lead to the optimal experience for those needing support
  • Manage client expectations to avoid any disconnects with process and timing standards
  • Ensure collaboration with all internal parties while communicating to the clients
  • Lead and/or attend scheduled client conference calls to provide status and health checks
  • Support the creation and maintenance of the wiki and knowledge-base of saver servicing process and procedures
  • Assist product team with product specifications and look for ways to improve the process, systems, or people

Vestwell, a digital 401(k) recordkeeper, is an excellent workplace for individuals passionate about empowering small business retirement savings. With a modern API-based platform that offers extensive integrations, configurable solutions, and a commitment to fiduciary oversight, the company stands out in its field for both technology deployment and commitment to compliance. Employees can thrive in a technologically sophisticated environment that prioritizes innovation and effective service delivery in the financial sector.

Company Stage

Series D

Total Funding

$289.9M

Headquarters

New York, New York

Founded

2016

Growth & Insights
Headcount

6 month growth

16%

1 year growth

35%

2 year growth

48%