Full-Time

Vestwell Service Center Manager

Updated on 4/17/2024

Vestwell

Vestwell

201-500 employees

Digital 401(k) recordkeeping with extensive integrations

Fintech

Mid

Phoenix, AZ, USA

Required Skills
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
  • 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 and 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 to ensure service is provided in a scalable, efficient fashion

Vestwell is a digital 401(k) recordkeeper that powers workplace savings programs for small businesses and individual savers, offering unbundled, configurable solutions with extensive integrations and modern API-based platform delivery. Their technologies include recordkeeping, TPA & 3(16) support, open architecture, extensive integrations, and fiduciary oversight.

Company Stage

Series D

Total Funding

$289.9M

Headquarters

New York, New York

Founded

2016

Growth & Insights
Headcount

6 month growth

15%

1 year growth

34%

2 year growth

46%