Associate, Employer Services

Vestwell•Austin, NY

3d•Hybrid

About The Position

Vestwell is seeking an energetic and reliable professional to join our team as an Employer Services Associate. Successful candidates will be responsible for working directly with our Clients 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 associates are often the first point of contact for clients, 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 an Employer Services Associate 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.

Requirements

Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
Develop and maintain a strong business partnership with employers and vendors
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
Critical thinking skills to be able to use the information in front of you to come to quick and accurate conclusions

Nice To Haves

Retirement industry experience
Series 6, 7, 63, 65, 66
QKA, QKC
Six sigma
Previous experience from Banking, Financial Services, Payroll, Employee Benefits

Responsibilities

Partner with your designated team and cross-functionally with Client Success Manager to manage clients consisting of advisors and employers to ensure their servicing needs are being met and assist with administration issues
Manage client expectations to avoid any disconnects with process and timing standard
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.
Share data-driven insights with our product teams to improve our platform and planning roadmap
Lead and/or attend 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
Handling complaints, 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
Providing complete/accurate responses issued with empathy and understanding
Posting interaction within our tooling to document updates to client accounts