Senior Associate, Employer Services

Vestwell•Austin, TX

1d•$60,000 - $80,000•Hybrid

About The Position

Vestwell is seeking a Senior Associate, Employer Services to manage and grow high-value employer client relationships, retain top ARR clients and pooled plans, and provide exceptional service. The role supports employer plan inquiries, change orders, proactive outreach, ongoing client reviews, and cross-functional teams. It requires independent judgment and strategic thinking to address complex plan and service issues, advise clients, and deliver a high-quality service experience. The position is based in Vestwell’s hybrid in-office operation in New York City, Austin, King of Prussia, or Scottsdale; exceptional candidates may be considered for fully remote work.

Requirements

College degree and/or equivalent customer service experience.
2–4 years of retirement industry experience.
Team mentality and ability to multitask while handling a high volume of incoming inquiries.
Strong time-management and organizational skills to ensure timely proactive and reactive communications.
Strong commitment to superior customer service.
Positive and proactive attitude.
Proficiency with Excel or Google Sheets, Word or Google Docs, Adobe Acrobat, and browsing network directories.
Excellent attention to detail and accuracy, with proficiency in numbers and basic calculations.

Responsibilities

Independently manage and retain relationships with top ARR clients and pooled plans across Vestwell platforms, including post-onboarding plan design changes, year-end testing, education, and ongoing inquiries.
Understand client business goals and challenges, and identify opportunities to introduce additional Vestwell products and solutions.
Partner with Product, Operations, Legal & Compliance, and other internal teams to resolve complex client issues, escalate when appropriate, and meet client needs efficiently.
Conduct proactive outreach to identify service gaps and platform opportunities, and relay client feedback to internal stakeholders.
Design and document account management processes, playbooks, and resources to improve operational efficiency and support team growth.
Manage escalated complaints, troubleshoot complex issues, recommend solutions, and coordinate with Legal and Compliance when necessary.
Serve as the primary point of contact for inbound client inquiries, communicating clearly, professionally, and empathetically to build trust and long-term relationships.
Maintain accurate records of client interactions, service tickets, and account updates in internal systems for transparency, continuity, and audit readiness.
Prioritize and manage workload to meet client-facing and internal Service Level expectations while exercising independent judgment.
Support incoming employer plan inquiries, change orders, client reviews, and other service teams as needed.