Vestwell is a financial technology company powering the new savings economy, and they are seeking a Client Services Coordinator to join their mission-driven Client Success team. The role involves assisting clients, managing expectations, and collaborating with internal teams to resolve client issues and enhance satisfaction.
Responsibilities
- 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
- 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 inbound inquiries
- Conducting appropriate and timely follow up to ensure the highest level of service
- Communicating in a relatable, humanized way to promote trust and allegiance
- Creating tickets and providing follow-up as required
- Adhering 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
- Posting interaction within our tooling to document updates to client accounts
Skills
- 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 commitment to superior customer service
- 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
- Must be willing to work 9am ET to 6pm ET
- Retirement industry experience
- Series 6, 7, 63, 65, 66
- QKA, QKC
Benefits
- Eligible to participate in the Company Bonus Pool
- Eligible to receive new hire equity in the Company
- Competitive health coverage
- Generous vacation offering
- Hybrid office policy
- 401(k) plan
- A dedicated Employee Wellbeing Committee
Company Overview
Vestwell is a digital savings platform that offers and manages a range of savings and retirement plans. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 501-1000 employees. Its website is http://vestwell.com.