Client Services Coordinator, Vestwell
$50-55k
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 + Overtime
More information about location
Digital recordkeeping platform for 401(k) plans
Be an early applicant
Digital recordkeeping platform for 401(k) plans
201-500 employees
Be an early applicant
$50-55k
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 + Overtime
More information about location
201-500 employees
Company mission
To make managing retirement investments cheaper, simpler and safer.
Role
Who you are
- We are seeking an energetic and reliable professional to join our team as an Employer Services Coordinator. 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
- 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
What the job involves
- 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
- Those who work tirelessly through the lens of hospitality and customer service jump to the front of the line
- 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
Application 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
Our take
The current landscape of 401(k) retirement plans is stagnant in comparison to the standards of financial software innovation. Vestwell offers a digital record-keeping platform that works directly with wealth management firms to help workplaces save money on their employee retirement plans. Vestwell does this by removing the friction points financial advisors and companies have in establishing and maintaining defined contribution and benefit programs.
The startup faces competition from legacy players such as Boston-based Fidelity Investments who currently keep track of almost $2 trillion in assets in the industry. Furthermore, Empower also focuses on advisor-friendly and customized web tools and functionality, presenting further competition to Vestwell.
Despite this, Vestwell is uniquely positioned to disrupt the stagnant 401(k) system, a stance only strengthened by its substantial rounds of funding through the 2020s. This has been invested into expanding platform functionality and servicing for its partners and clients, releasing two new products in September 2022 - Vestwell Flex and a TPA portal. These additions will make Third Party Administration partnerships more efficient for Vestwell customers, streamlining the recordkeeping systems necessary for such actions. Continued product updates like these will help Vestwell keep pace with its substantial competition.
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
- 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!
Company HQ
Garment District, New York, NY
Leadership
Aaron Schumm
(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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 4 more jobs at Vestwell