Coordinator, Employer Services

Vestwell•Austin, NY

18h•Hybrid

About The Position

Vestwell is seeking an energetic and reliable professional to join their team as an Employer Services Coordinator. This role involves working directly with Plan Sponsors by answering incoming emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary. The Client Success team is often the first point of contact for customers, and successful candidates will have a passion for providing memorable client experiences with an ability to make quick and accurate decisions. As a Client Success Coordinator at Vestwell, you will work cross-functionally across teams to communicate and facilitate resolutions for any client satisfaction issues. A hospitality and customer service-oriented approach is highly valued.

Requirements

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 with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories.
Excellent attention to detail and accuracy, proficient with numbers and basic calculations.
Must be willing to work 9am ET to 6pm ET.

Nice To Haves

Retirement industry experience
Series 6, 7, 63, 65, 66
QKA, QKC

Responsibilities

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 to resolve client issues and act as the liaison between internal teams and clients 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 product teams to improve the platform and planning roadmap.
Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues.
Serve as the friendly, knowledgeable first point of contact for inbound inquiries.
Conduct appropriate and timely follow-up to ensure the highest level of service.
Communicate in a relatable, humanized way to promote trust and allegiance.
Create tickets and provide follow-up as required.
Adhere to client-facing and internal Service Level requirements.
Support the team with handling complaints, troubleshooting problems, and providing solutions.
Escalate issues to the Legal and Compliance Team when needed.
Post interactions within tooling to document updates to client accounts.