Service Coordinator

Coordinator, Saver Services 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. Today, Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states. Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. 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, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary. Our coordinators are often the first point of contact for these savers, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions. Those who work tirelessly through the lens of hospitality and customer service jump to the front of the line. Day-to-day you may also be expected to: responding 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; effectively gathering and analyzing information while using reason and good judgment to solve client problems; researching with the Vestwell team, as needed, to resolve inbound inquiries and respond to clients within promised deadlines; constantly evaluating our product and processes for improvement; providing continuous feedback to our product team around client interactions with our platform. Satisfying quality assurance and KPI requirements by meeting quality control expectations through the monitoring of contact resolution; adhering to prioritization requirements in order to meet company goals for servicing responsiveness; creating tickets and providing follow-up as required; adhering to client-facing and internal Service Level requirements. Ensuring client retention and maintenance by being the friendly, knowledgeable first point of contact for inbound inquiries. The necessities include a college degree, some customer service experience, and financial services experience preferred. Strong verbal, written, follow-up, and organization skills are required. 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 the 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, and will be part of Vestwell's hybrid in-office operation. The expected base salary range for this position is $50K - $55K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired. 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.