Coordinator, Saver Services

Coordinator, Saver Services

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.

Who Are We Looking For?

We are seeking an energetic and reliable professional to join our team as a Saver Service Coordinator. 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 team is 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 and phone
• Providing complete/accurate responses issued with empathy and understanding
• Proactively handling concerns, 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

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
• Must be willing to work 11am-8pm Eastern Time

This role will be based in New York City HQ, or Austin, TX, or King of Prussia, PA and will be part of Vestwell's hybrid in-office operation (4x per week)

The expected base salary range for this position is $50K - $55K 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 include 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!

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 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.