Associate, Employer Services

Location: New York, NY | Austin, TX | King of Prussia, PA | Scottsdale, AZ

Department: Employer Services

Who Are We Looking For?

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

Our mission-driven associates are often the first point of contact for clients, so we are interested in hiring individuals with a passion to provide memorable client experiences with an ability to make quick and accurate decisions. As an Employer Services Associate at Vestwell, you are a dynamic individual who will work cross-functionally across teams in order to communicate and facilitate resolutions for any client satisfaction issues. 

What Will You Be Doing?

Day-to-day you will be expected to:

• Partner with your designated team and cross-functionally with Client Success Manager to manage clients consisting of advisors and employers to ensure their servicing needs are being met and assist with administration issues
• Manage client expectations to avoid any disconnects with process and timing standard
• Collaborate across all internal teams in order to resolve any client issues and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction. 
• Share data-driven insights with our product teams to improve our platform and planning roadmap
• Lead and/or attend scheduled client conference calls to provide plan status and updates on remediation of any client issues
• 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
• Creating tickets and providing follow-up as required
• Adhering to client-facing and internal Service Level requirements
• Handling complaints, troubleshooting problems, and providing solutions
• 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
• Providing complete/accurate responses issued with empathy and understanding 
• Posting interaction within our tooling to document updates to client accounts

Requirements

The Necessities:

• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries 
• Develop and maintain a strong business partnership with employers and vendors
• Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications
• Strong commitment to superior customer service
• Positive and proactive attitude
• Proficiency is required 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
• Critical thinking skills to be able to use the information in front of you to come to quick and accurate conclusions

The Extras:

• Retirement industry experience
• Series 6, 7, 63, 65, 66
• QKA, QKC
• Six sigma
• Previous experience from Banking, Financial Services, Payroll, Employee Benefits

This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwells hybrid in-office operation.

The expected base salary range for this position is $55K - $70K 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.