Coordinator, Client Services

Who Are We Looking For?

We are seeking an energetic and reliable professional to join our team as an Employer Services Coordinator. Successful candidates will be responsible for working directly with our Plan Sponsors by answering incoming emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary.

What Will You Be Doing?

• 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 in order to resolve any client issues and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction.
• Identify and resolve one-touch tickets at point of initial contact by utilizing available online tools.
• Provide detailed, accurate and timely responses to client email inquiries.
• Share data-driven insights with our product teams to improve our platform and planning roadmap.
• Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues.
• Being the friendly, knowledgeable first point of contact for a high volume of inbound client phone calls.
• 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, and escalating to our Legal and Compliance Team when needed.
• Post interaction within our tooling to document updates to client accounts.
• Host or moderate webinars, walking sponsors through the registration and the portal, and answering questions.

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 critical thinking and problem-solving skills
• Commitment to superior customer service
• Curiosity and a desire to learn
• 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

Benefits

We’re an innovative, high-growth company with an exciting future ahead. At Vestwell, we prioritize employee wellbeing through comprehensive health benefits, generous time off, and a dedicated Employee Wellbeing Committee. Our hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale. And, of course, as a company focused on helping people save for the future, we offer a competitive 401(k) plan.