Client Service Coordinator

WHO ARE WE?

There are over 30M small businesses in the United States, but only a tiny fraction of them have a workplace savings program in place. As the savings gap in the country widens, it's imperative that every worker has access to and participates in their company's savings program, such as a 401(k) or 403(b). We believe that American workers should have easy access to an inexpensive, flexible, and intuitive solution to save for a brighter future.

Unfortunately, prior to Vestwell, small businesses have been neglected and underserved, with expensive, inflexible, poorly designed offerings built on old, mainframe software. Vestwell is changing that, starting with rebuilding the core infrastructure for the modern era.

Vestwell's north star is to be the engine behind a $30T industry, powering all payroll-deducted workplace savings programs for small-to-midsize businesses, such as 401(k), 403(b), IRA, emergency savings accounts (ESA), health savings accounts (HSA), 529 college savings, and alike.

Vestwell's focus is to build the most flexible, powerful workplace savings and investment platform, delivered through the hands and minds of their financial services partners with the help of payroll provider partners. The team at Vestwell makes the hard stuff look easy, by combining the expertise of financial advice with the sophistication of a technology provider.

As a result, workplace providers are able to bestow the advice and solution employers and employees have been asking for, while growing and scaling along the way. Employers get a cost-effective solution designed for their needs without all the headaches, and employees get a user-friendly portal that helps them achieve their long-term saving goals.

WHY VESTWELL?

With backing from leading FinTech investors, as well as a growing team of dedicated professionals of strong industry pedigree, Vestwell is at the forefront of a much-needed change in a 40-year old industry. Our team believes in the mission we've set out to achieve and we are working hard to get there. We're ambitious, honest, thoughtful, and fun.

Who are we looking for?

We are seeking an energetic and reliable professional to join our team as a Service Center Coordinator. Successful candidates are responsible for providing support to our sponsors by direct verbal and written communication, utilizing company policies to help solve client issues, and escalating challenges to the managerial team when necessary.

Our Client Service Coordinators are 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. The Client Service Coordinator must demonstrate a commitment to client service through timely, confidential responses, exceptional work ethic and a positive attitude. This position requires partnering closely with the customer to provide valuable insights and direction.

What will you be doing?

Day-to-day you will be expected to:

Responding to inbound inquiries via ticket, email and phone

• Provide excellent customer service and support. This includes responding to customer support requests in a timely manner, offering multiple forms of communication
• Provide complete/accurate responses issued with empathy and understanding
• Provide timely, superior customer service, including problem solving and issue resolution with minimal inconvenience to clients
• Provide effective verbal and written communications in a clear, concise and informative manner
• Responsible for protecting, securing, and proper handling of all confidential data to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to the State, Vestwell or our clients
• Proactively handle concerns, troubleshooting problems, and providing solutions
• Review program documents and provide accurate information to caller according to Vestwell's guidelines and standard practices
• Provide feedback to senior leadership and management on how our product and processes can be improved
• Provide feedback to our product team around client interactions with our platform
• Ability to work overtime to meet the needs of the business unit
• Providing IRA knowledge

Satisfying quality assurance and KPI requirements and achieving client retention and satisfaction:

• Help drive increases in client retention by reacting appropriately to client communications and activities.
• Adhering to prioritization requirements, in order to meet Company goals for servicing responsiveness
• Creating tickets and providing follow-up as required
• Achieve individual and team goals for service levels, growth and retention

Requirements

The Necessities:

• College degree and/or equivalent customer service experience.
• Some retirement industry experience, preferred.
• Prior call center experience preferred, but not required.
• Bilingual - Spanish speaking preferred.
• The ability to communicate effectively (clear, concise and professionally) with all levels.
• Ability to work in a team environment to ensure a common goal of providing exceptional client service.
• Flexible, creative, team-oriented, results-driven, and collaborative
• Demonstrate ability to perform in a fast paced service environment working within set deadlines.
• Prior experience using internal technical operational tools (e.g. Jira, Zendesk, Asana, Google Workspace), and helping others develop and employ best practices.
• Nice to have: retirement certifications (i.e. QKA or CISP).
• Must be able to work one of the following shifts:
  • 9:00 AM - 6:00 PM EST
  • 11:00 AM - 8:00 PM EST
  • 1:00 PM - 10:00 PM EST

Work Location - This role will be based in our Greater Philadelphia or King of Prussia office, and will be part of Vestwell's hybrid in-office operations.

This position is a non-exempt overtime eligible position. The expected salary range for this position is $47K-$57K. Please note that the final offer will be determined based on experience.

For your awareness you will only receive correspondence from recruiting@vestwell.com any other domain not ending in Vestwell.com is not our Recruitment team.

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

OUR BENEFITS

We're a growth stage startup 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 an open vacation policy. We have adopted a remote-hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in midtown Manhattan so everyone has a setting that is the most productive for them. We provide our team with all the equipment they need (plus a few perks) to work effectively remotely. 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 recruiting@vestwell.com 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.