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Salary: USD 55,000 - 70,000 / annual
Vestwell is a financial technology platform powering the savings economy across retirement, education, and healthcare. The company serves over 350,000 businesses and 2M active savers with $50B+ in assets across all 50 states.
As an Employer Services Associate, you will be a primary point of contact for clients (advisors and employers), handling inbound inquiries via email and phone. You'll work cross-functionally with Client Success Managers and internal teams to resolve client issues, manage expectations, and ensure service level requirements are met.
Key responsibilities include:
- Answering incoming client communications and providing first-contact support
- Managing client expectations around processes and timelines
- Collaborating across internal teams to resolve issues and facilitate resolutions
- Attending scheduled client conference calls to provide plan status updates
- Creating and managing support tickets with appropriate follow-up
- Gathering data-driven insights to share with product teams for platform improvements
- Handling complaints, troubleshooting problems, and providing solutions
- Documenting all interactions in company systems
- Conducting timely follow-up to maintain high service standards
- Communicating in a relatable, humanized way to build client trust
You'll be expected to multitask effectively while managing high volumes of incoming inquiries, maintain strong organizational skills, and demonstrate critical thinking to resolve problems quickly and accurately.
Requirements:
- Team mentality with ability to multitask and handle high-volume inquiries
- Strong time management and organizational skills
- Excellent customer service commitment and positive, proactive attitude
- Proficiency with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and network directory navigation
- Excellent attention to detail, accuracy with numbers, and basic calculations
- Critical thinking skills to analyze information and reach quick, accurate conclusions
- Ability to develop and maintain strong business partnerships with employers and vendors
Preferred qualifications:
- Retirement industry experience
- Securities licenses (Series 6, 7, 63, 65, 66)
- Qualified Plan Administrator certifications (QKA, QKC)
- Six Sigma certification
- Prior experience in Banking, Financial Services, Payroll, or Employee Benefits
