Vestwell is hiring a
Senior Client Service Associate

Summary

The job is for a Senior Associate in the Employer Services Consulting Team at Vestwell. The role involves supporting incoming employer plan administration inquiries, change orders, and working closely with internal teams to research and deliver timely support to employer requests. The ideal candidate has a college degree or equivalent customer service experience, 2-4 years of retirement industry experience, project management skills, strong communication and organizational skills, and the ability to work independently within set deadlines.

Requirements

• College degree and/or equivalent customer service experience
• 2-4 years of retirement industry experience, preferred
• Experience in project management
• Flexible, creative, team-oriented, results-driven, and can effectively collaborate with both internal and external stakeholders
• Strong communication, critical thinking, and organization skills
• Proven ability to think analytically & operate independently within set deadlines
• Professional experience using and optimizing internal technical operational tools (e.g. Jira, Zendesk, Asana, Google Workspace), and helping others develop and employ best practices
• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries

Responsibilities

• Assist clients with complex plan issues such as eligibility, vesting, amendments, mergers & acquisitions, deconversions, year-end testing, and audits
• Effectively gathers and analyzes information while using reason and good judgment to articulate client requests through detailed scoping
• Work closely with internal plan design and plan document subject matter experts to research, assess, and complete client plan design requests
• Create processes, playbooks, and resources to streamline across processes/operations and support team expansion
• Post interaction within our tooling to document updates to client accounts
• Conduct post mortems and identify opportunities for improvement in processes and procedures, and work with management and product teams to implement
• Handle client/advisor escalations smoothly and bring in cross-functional teams as needed for quick resolutions

Preferred Qualifications

Retirement certifications (i.e. QKA)

Benefits

• Competitive health coverage and an open vacation policy
• Remote-hybrid office policy with a bright, comfortable office in midtown Manhattan for those who prefer to work onsite
• All equipment needed for remote work, plus a few perks!
• A great 401(k) plan