Client Service Associate, Vestwell
$60-65k
Salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired
The modern savings platform
Job no longer available
The modern savings platform
201-500 employees
Job no longer available
$60-65k
Salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired
201-500 employees
Company mission
To make saving for life's most important milestones accessible to everyone.
Role
Who you are
- 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
What the job involves
- We are seeking an energetic and reliable professional to join our team as a Saver Service Associate
- 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 Associates are 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
- 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
- Responsible for reviewing plan documents and processing distribution requests
- 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
- Constantly evaluation our product and processes for improvement
- Providing continuous feedback to our product team around client interactions with our platform
- 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
Our take
Access to retirement and workplace savings remains a challenge for many American workers, especially in gig and non-traditional roles. Founded in 2016, Vestwell is a fintech company making savings simpler, more accessible, and inclusive. From retirement accounts to students loan repayment and specialized savings programs, Vestwell is helping build a modern savings economy for everyone.
Vestwell's platform gives employers, payroll providers, and financial advisors easy tools to manage savings plans, while empowering employees to save directly from their paychecks. And programs like the Amazon Delivery Service Partner pooled employer plan and state-run auto-IRA initiative show just how Vestwell is helping underserved workers gain access to retirement savings, creating real financial security for millions nationwide.
Serving nearly 1.5M participants across 350,000 businesses with over $35B in assets, Vestwell has raised $125M in recent funding and expanded state partnerships. By tailoring solutions for gig and mobile workforces, the company has put itself in a prime position to continue transforming how Americans save, making financial security more accessible than ever.
Steph
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Dec 2023
$125m
SERIES D
Jul 2021
$70m
SERIES C
Total funding: $237.5m
Company benefits
- Competitive health coverage
- A dedicated Employee Wellbeing Committee
- Generous vacation, safe/sick time, and leave policies
- Strong focus on learning & development
- Hybrid work environment
- A great 401(k) plan!
Company HQ
Midtown East, New York, NY
Leadership
Aaron Schumm
(Founder & CEO)Studied Finance at GIES College of Business and then received an MBA from Duke. Head Equity Research at financial advisory firm Dillon Scott Securities, Product Manager at Fiserv, VP of Product Marketing at Citi.
David Sheen
(CFO)David joined Vestwell in 2017 as an SVP of Finance & HR and became CFO in 2020. Prior to this, he spent 2 years at Primary Venture Partners as a Senior Associate and Principal and 3 years at Morgan Stanley as an Investment Banking Associate.
Jonathan Mark
(COO)Jonathan joined Vestwell in 2021 as an SVP of Business Operations & Strategy and became COO in 2023. Prior to this, he was the Interim Head of Member Operations at Garner Health and a Go-to-market Consultant at Elemental Cognition. He also spent nearly 7 years at Bridgewater Associates in various roles including Chief of Staff to Department Head of Engineering and AI (Principles Division) and Head of Business Operations (Principles Division).
Patty Kim
(CPO)Prior to joining Vestwell in 2020, Patty was a Senior Director of Global Talent Acquisition/VP of People Ops & Talent at Conductor. She also spent 3 years at Dentsu Aegis Network as a Director of Talent Acquisition and 3 years at 24 Seven as an Account Manager.
Rob Molchon
(CTO)Prior to joining Vestwell in 2021, Rob held VP roles at Integral Ad Science, Sizmek, MediaMind, and Unicast.
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