Employer Services Coordinator, Vestwell

• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
• 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
• Must be willing to work 9am ET to 6pm ET

Desirable

• Successful candidates will be responsible for working directly with our Plan Sponsors 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 Client Success team is often the first point of contact for customers, 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 a Client Success Coordinator 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
• Day-to-day you will be expected to:
• Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues
• Help manage client expectations to avoid any disconnects with process and timing standards
• 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
• Identify and resolve one-touch tickets at point of initial contact by utilizing available online tools
• Share data-driven insights with our product teams to improve our platform and planning roadmap
• Participate in 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
• Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed
• Posting interaction within our tooling to document updates to client accounts

• 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