Client Service Associate at Vestwell

| Greater NYC Area
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WHO ARE WE?

Vestwell believes that all Americans should have easy access to a retirement account, which is why we’ve created a digital platform that makes it simpler to offer and administer 401(k) plans.  We have built a digital-first platform designed to reset the bar to power a $30T industry.  

Our focus is to build the most flexible, powerful workplace savings and investment platform, delivered through the hands and minds of our financial services partners with the help of payroll providers.  We make the hard stuff look easy, by combining the expertise of financial advice with the sophistication of a technology provider.   

As a result, financial advisors get to provide the advice and solution that employers and employees have been asking for, while growing and scaling along the way.  Employers get a cost-effective solution design for their needs without the headache, and employees get a user-friendly portal that helps them achieve their long-term saving goals.

WHY VESTWELL?

With backing from leading Fintech investors, as well as a growing team of dedicated professionals of strong industry pedigree, Vestwell is at the forefront of a much-needed change in a 40-yr old industry.  Our team believes in the mission we’ve set out to achieve and we’re working hard to get there. We’re ambitious, honest, thoughtful, and fun. 

WHO ARE WE LOOKING FOR?

We are seeking an energetic and reliable professional to join our team as a Client Service Associate. Successful candidates will be responsible for answering incoming client emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary. 

Our Associates are often the first point of contact for customers, 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.
WHAT WILL YOU BE DOING?

Responding to inbound inquiries via email and phone 

  • Handling complaints, troubleshooting problems, and providing solutions
  • 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
  • Providing complete/accurate responses issued with empathy and understanding 
  • Posting interaction within our tooling to document updates to client accounts

Satisfying quality assurance and KPI requirements

  • 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

  • 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

REQUIREMENTS

  • College degree and some customer service experience preferred 
  • Strong verbal, written, follow-up, and organization skills
  • PC literacy 
  • Team mentality and the ability to multitask while attending to a high volume of incoming inquiries 


BENEFITS  

We’re a growth stage startup with lots of exciting milestones ahead.  We value health and wellness at Vestwell and, as such, offer competitive health coverage and an open vacation policy. We also have a bright, comfortable office with lots of workspace options in midtown Manhattan so you can be as productive as possible, and we hope to be back there once we’ve beaten this virus. In the meantime, we provide the team with all the equipment they need (plus a few perks) to work effectively remotely. Oh, and naturally we have a great 401(k) plan! 

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Location

We are located in the heart of NYC, right next to Times Square. We are easy to get to with various train and bus stops close by.

An Insider's view of Vestwell

What are some social events your company does?

Vestwell does a wide array of social events. Before COVID, some of my favorites included a day trip to a vineyard in upstate NY, the Engineering team outing to Barcade, and the company holiday party. Since we went remote, some of our virtual events have included trivia, a tour of the Musee d’Orsay, and a pasta-making tutorial.

Karan

Jr. Software Engineer

How do you collaborate with other teams in the company?

I'm most impressed with the successful, enthusiastic collaboration that happens every day. In my role in Relationship Mgmt., I'm working with teams across Vestwell. I often bring unusual, time-sensitive, and high priority requests to my colleagues. I always hear "YES". "Yes, I can help.", "Yes, we can do this.", " Yes, we can figure this out".

Melanie

Strategic Relationship Manager

What makes someone successful on your team?

The Client Success Team is a tight-knit group. We rely on each to ensure our clients have a successful experience. We provide our clients with the tools to succeed and we are there to support them when they need it. It is integral to the team to be organized and have strong communication skills with the ability to multi-task.

Victoria

Client Success Manager

How do your team's ideas influence the company's direction?

Vestwell is an amazing place to work. There is a clear vision and everyone works hard to achieve it without sacrificing culture. We are building something that is truly going to help people by making it easier to save for retirement. It's a pleasure to work with such a talented, driven, fun team every day. The snacks and ping-pong are a nice touch!

Jordan

Product Manager

What are Vestwell Perks + Benefits

Vestwell Benefits Overview

We value health and wellness at Vestwell and, as such, offer competitive health coverage, an open vacation policy, coffee, cappuccino & healthy snacks, and a bright, comfortable office with lots of workspace options so you can be comfortable and as productive as possible. And naturally we have a great 401(k) plan!

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Remote Work Program
Our remote work program includes work from home on Fridays.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Stocked Kitchen
Happy Hours
Happy hours are hosted On occasion .
Professional Development Benefits
Lunch and learns
Vestwell hosts lunch and learn meetings once per month.
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