Coordinator, Saver Services

About the role

We are seeking an energetic and reliable professional to join our team as a Saver Services Coordinator. Successful candidates will be responsible for answering inbound phone calls and emails from individuals saving in workplace and education savings plans such as 401(k), 403(b), IRAs, 529 plans, and ESAs. Coordinators utilize company policies to solve client issues, escalate challenges to the managerial team when necessary, and serve as the first point of contact for savers. We prioritize individuals with a commitment to customer satisfaction and the ability to make quick, accurate decisions, especially those who approach their work through the lens of hospitality and customer service.

Responsibilities

• Respond to inbound inquiries via email, chat, and phone, primarily supporting individuals saving in 401(k), 403(b), IRA, 529, ESA, and other workplace savings plans by:
  • Providing complete, accurate responses delivered with empathy and understanding
  • Proactively handling concerns, troubleshooting problems, and providing solutions
  • Reviewing plan documents and processing distribution requests
  • Gathering and analyzing information while using reason and good judgment to solve client problems
  • Researching with the Vestwell team to resolve inquiries and respond to clients within promised deadlines
• Evaluate our product and processes for continuous improvement and provide feedback to our product team based on client interactions with our platform
• Meet quality control expectations through monitoring of contact resolution and adhere to prioritization requirements to meet company goals for servicing responsiveness
• Create tickets and provide follow-up as required, adhering to client-facing and internal Service Level requirements
• Ensure client retention and maintenance by being the friendly, knowledgeable first point of contact for inbound inquiries

Requirements

• College degree; customer service and financial services experience preferred
• Strong verbal, written, follow-up, and organization skills
• Comfortable with inbound and outbound phone calls from individuals saving in 401(k), 403(b), IRA, 529, ESA, and other workplace savings plans
• PC literacy; experience with Zendesk and Jira is a plus
• Team mentality and ability to multitask while attending to a high volume of incoming inquiries
• Flexible and adaptable to constantly changing responsibilities and assignments

This role will be based in either the Austin or King of Prussia office as part of Vestwell's hybrid in-office operation.

Pay

The expected base salary range for this position is $50K - $55K. Salary bands are based on NY and other similar metro areas and may differ based on the hiring location.

Benefits

• Comprehensive health benefits
• Generous time off
• Dedicated Employee Wellbeing Committee
• Hybrid work model with access to collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale
• Competitive 401(k) plan
• Eligibility to participate in the Company Bonus Pool and receive new hire equity