Customer Support Specialist

| Greater NYC Area
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Who are we looking for?

Vestwell is expanding and we’re excited about bringing onboard a Customer Support Specialist to our operations team who is passionate about our mission to change the retirement FinTech space. At a high level, we’re looking for someone who has insane levels of attention to detail and proven ability of juggling multiple priorities at once.

We’re a startup...so a self-starter mentality comes first and foremost. You are someone who will dive into whatever challenge is placed in front of you, and find creative ways to solve problems.

What will you be doing at Vestwell?

Day-to-day you will be expected to:

  • Work directly with clients to effectively manage their needs
  • Communicate via telephone and email to address client issues
  • Obtain and process all client information and transactions- including rollover, loans, and distribution requests
  • Answer client questions or concerns in a timely, informative, and professional manner (within 24 hours)
  • Maintain all internal SLA’s of inbound tickets
  • Where needed, outbound communications with clients to proactively communicate client issues around payroll, or administration of the plan
  • Calmly handle customer complaints and work to find solutions
  • Seek assistance and escalate issues
  • Work with and report progress to the VP of Client Services
  • Perform basic administrative tasks and clerical duties as necessary
  • Exhibit expert knowledge regarding the products and services offered
  • Work according to set standards and operating procedures

Requirements

Qualifications

The Necessities

  • Bachelor’s degree and/or equivalent work experience
  • Ability to manage time effectively, set priorities, and meet deadlines
  • Excellent verbal and written communication skills
  • Collaborative mindset and strong comfort level talking to different teams and seniority levels, both internally and externally

The Extras

  • Early stage startup, FinTech, and/or Financial Services experience

Benefits

We’re an early stage startup with lots of exciting milestones ahead. We value health and wellness at Vestwell and, as such, offer competitive health coverage, an open vacation policy, 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!

Please note we don't ask about salary history from any applicant and salary history is not a factor in a hiring decision.

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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

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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