Senior Associate, Services

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech 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 nearly 1.5 million active savers with over $30 billion in assets saved across all 50 United States.

Vestwell offers a range of products including workplace-delivered retirement plans, employer‑offered student loan repayment benefits and various savings accounts for education, emergencies and individuals with disabilities.

Vestwell’s platform serves a diverse clientele including financial advisers, employers, third‑party administrators, financial institutions, payroll providers, government agencies and individual savers. To learn more…

We are seeking an energetic and reliable professional to join our team as an Employer Services Senior Associate. Successful candidates will be responsible for working directly with our Plan Sponsors by answering incoming emails and calls utilizing critical thinking and problem‑solving skills according to company policies to solve client issues and escalating challenges to the managerial team when necessary.

As a Senior Associate Employer Services at Vestwell you are a dynamic individual who will work cross‑functionally across teams to communicate and facilitate resolutions for any client satisfaction issues. The ideal candidate brings strong critical thinking and problem‑solving skills paired with curiosity that drives them to explore creative client‑focused solutions. They are resilient and adaptable, able to navigate challenges independently while continuously learning and improving outcomes for clients.

The Sr. Associate cares deeply about the client experience and uses their skills to improve internal processes and provide suggestions and feedback to their team to ensure delivery of exceptional service.

Our mission‑driven Employer Services team is often the first point of contact for customers so we are interested in hiring individuals with a passion to provide memorable client experiences with 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 will be expected to:

• Partner with your designated team and cross‑functionally with Partner Success Managers to manage a pod consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues.
• Manage client expectations to avoid any disconnects with process and timing standards.
• Collaborate across all internal teams to resolve any client issues and be the voice between our internal teams and our client to manage resolution feedback and satisfaction.
• Share data‑driven insights with our product teams to improve our platform and planning roadmap.
• Lead and/or attend scheduled client conference calls to provide plan status and updates on remediation of any client issues.
• Be the friendly knowledgeable first point of contact for inbound client phone and email inquiries.
• Conduct appropriate and timely follow‑up to ensure the highest level of service.
• Communicate in a relatable humanized way to promote trust and allegiance.
• Creating tickets and providing follow‑up as required.
• Adhere to client‑facing and internal Service Level requirements.
• Handle complaints, troubleshoot problems and provide solutions.
• Effectively gather and analyze information while using reason and good judgment to solve client problems.
• Research with the Vestwell team as needed to resolve inbound inquiries and respond to clients within promised deadlines.
• Provide complete / accurate responses issued with empathy and understanding.
• Post interactions within our tooling to document updates to client accounts.
• Conduct team training and assist with peer‑to‑peer coaching and development as needed, ensuring team members are up‑to‑date on industry trends, best practices and product changes.
• Own projects and tasks as assigned ensuring high‑quality project delivery and adherence to…