Coordinator, Saver Services

About the role

Vestwell is the financial technology company powering the new savings economy. Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. We are seeking an energetic and reliable professional to join our team as a Saver Services Coordinator. Coordinators are often the first point of contact for savers, so we prioritize candidates with a commitment to customer satisfaction and the ability to make quick, accurate decisions.

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
• Provide complete, accurate responses delivered with empathy and understanding
• Proactively handle concerns, troubleshoot problems, and provide solutions
• Review plan documents and process distribution requests
• Gather and analyze information using reason and good judgment to solve client problems
• Research with the Vestwell team to resolve inquiries and respond within promised deadlines
• Evaluate product and processes for improvement and provide feedback to the product team
• Meet quality control expectations through monitoring of contact resolution
• Adhere to prioritization requirements to meet company goals for servicing responsiveness
• Create tickets and provide follow-up as required
• Adhere to client-facing and internal Service Level requirements
• Ensure client retention and maintenance as the friendly, knowledgeable first point of contact

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 related to workplace savings plans
• PC literacy; experience with Zendesk and Jira is a plus
• Team mentality and ability to multitask while handling a high volume of inquiries
• Flexible and adaptable to constantly changing responsibilities

This role is 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 similar metro areas and may differ based on location. This position is eligible to participate in the Company Bonus Pool and receive new hire equity.

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