Team Lead, Employer Services

Vestwell•Austin, NY

2d•Hybrid

About The Position

Vestwell is seeking an energetic and reliable professional to join our team as an Employer Services Team Lead. This role involves working directly with Plan Sponsors by answering emails and calls, utilizing company policies to solve client issues, and escalating challenges to management when necessary. The mission-driven Team Leads support associates, who are often the first point of contact for customers. This position requires individuals with a passion for providing memorable client experiences and the ability to make quick and accurate decisions. As the Team Lead of Employer Services at Vestwell, you will be a dynamic individual working cross-functionally across teams to communicate and facilitate resolutions for any client satisfaction issues. A strong focus on hospitality and customer service is essential.

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 Plan sponsor and vendors
Strong time management 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

Nice To Haves

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

Responsibilities

Lead a pod of Employer Services team members, providing guidance, mentorship, coaching, and performance management.
Make recommendations or decisions regarding hiring, promotions, terminations, or other employment status changes, exercising sound judgment and independent discretion.
Partner with your team and cross-functionally with Client Success Managers to manage advisors and sponsors, ensuring client servicing needs are met and administration issues are resolved.
Proactively manage client expectations to prevent disconnects in process or timing, and handle escalated client issues with independent judgment.
Act as the voice of the client with internal teams, collaborating with Product, Operations, and other functions to resolve issues, share insights, and improve the platform and service roadmap.
Gather, analyze, and present information to inform operational improvements and client service strategies.
Lead or attend client calls to provide plan status updates, track issue remediation, and ensure timely, high-quality service delivery.
Serve as a knowledgeable point of contact for inquiries, communicate with clarity and empathy, create and manage service tickets, and maintain accurate documentation within internal systems.
Ensure team adherence to client-facing and internal Service Level expectations, handle complaints, troubleshoot complex problems, and implement solutions with autonomy.