Senior Associate, Platform Support for Strategic Accounts

Vestwell • Austin, TX

5d • $70,000 - $85,000 • Hybrid

About The Position

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and nearly 1.5 Million active savers, with over $30 billion in assets saved across all 50 United States.
Vestwell offers a range of products, including workplace-delivered retirement plans, employer-offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities.
Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com
Who Are We Looking For?

Vestwell is seeking a Senior Associate, Platform Support for Strategic Accounts to support clients who service retirement plans remotely while leveraging Vestwell’s platform. This role serves as a Level 2 escalation point for complex servicing issues that cannot be resolved by the servicing teams that resolve Level 1 issues within the operation of our strategic partners that choose this model of service delivery.

The ideal candidate is a collaborative problem solver who thrives in a fast-paced, cross-functional environment. In this role, you will partner closely with both client servicing teams, operations, and Vestwell internal groups to investigate escalated issues, coordinate solutions, and ensure timely and accurate resolution.

Successful candidates will demonstrate strong operational knowledge of retirement plan servicing, excellent communication skills, and the ability to manage multiple complex issues simultaneously while maintaining a high standard of client service.

What Will You Be Doing?

As a Senior Associate, Platform Support for Strategic Accounts, you will act as a partner to remote clients servicing 401(k) plans on Vestwell’s platform, ensuring escalated issues are addressed efficiently and effectively.

Requirements

• Bachelor’s degree or equivalent professional experience
• 2–4 years of retirement industry experience preferred
• Experience supporting retirement plan servicing or administration platforms
• Ability to manage complex issues and coordinate across multiple teams
• Strong organizational and time-management skills
• Excellent written and verbal communication skills
• 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
• Self-starter mentality, you are someone who will dive into whatever challenge is placed in front of you and find creative ways to solve problems.

Nice To Haves

• Proficiency with Excel or Google Sheets
• Proficiency with Word or Google Docs
• Experience with Adobe Acrobat
• Ability to navigate network directories and internal documentation systems in a paperless environment
• Strong attention to detail and accuracy, particularly when working with operational data and plan information

Responsibilities

• Escalation Management Serve as the primary point of contact for Level 2 service escalations originating from client servicing teams when issues cannot be resolved within their internal operations.
• Issue Ownership & Resolution Take ownership of escalated items from intake through resolution, ensuring issues are investigated thoroughly and completed accurately.
• Cross-Functional Collaboration Work closely with internal teams—including Operations, Product, Engineering, and Compliance—to investigate issues, coordinate solutions, and ensure timely resolution.
• Client Partnership Act as a trusted operational partner to client servicing teams, providing guidance on complex platform functionality and servicing workflows.
• Communication & Transparency Provide clear, timely updates to clients and internal stakeholders regarding issue status, next steps, and resolution timelines.
• Process Improvement Identify trends or recurring issues and collaborate with internal teams to improve processes, workflows, and platform functionality.
• Documentation & Case Tracking Create, define, and maintain accurate documentation of escalations, communications, playbooks, processes, and resolutions within internal systems to ensure transparency and operational continuity.
• Service Level Management Monitor, manage, and report on escalated items to ensure they meet internal service standards and client expectations.

Benefits

• We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee, we offer competitive health coverage and generous vacation offering.
• Oh, and naturally we have a great 401(k) plan!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees