Senior Associate, Platform Strategic Accounts NY | Austin, TX Scottsdale, AZ

Senior Associate, Platform Support for Strategic Accounts

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 790,000 businesses and more than 2.75 million active savers, with over $57 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, visit

Who Are We Looking For?

Vestwell is seeking a Senior Associate, Platform Support for Strategic Accounts to support clients who service retirement plans remotely while leveraging Vestwell’s platform. This role serves as a Level 2 escalation point for complex servicing issues that cannot be resolved by the servicing teams that resolve Level 1 issues within the operation of our strategic partners that choose this model of service delivery.

The ideal candidate is a collaborative problem solver who thrives in a fast‑paced, cross‑functional environment. In this role, you will partner closely with both client servicing teams, operations, and Vestwell internal groups to investigate escalated issues, coordinate solutions, and ensure timely and accurate resolution. Successful candidates will demonstrate strong operational knowledge of retirement plan servicing, excellent communication skills, and the ability to manage multiple complex issues simultaneously while maintaining a high standard of client service.

What

Will You Be Doing?

As a Senior Associate, Platform Support for Strategic Accounts, you will act as a partner to remote clients servicing 401(k) plans on Vestwell’s platform, ensuring escalated issues are addressed efficiently and effectively.

Escalation Management

Serve as the primary point of contact for Level 2 service escalations originating from client servicing teams when issues cannot be resolved within their internal operations.

Issue Ownership & Resolution

Take ownership of escalated items from intake through resolution, ensuring issues are investigated thoroughly and completed accurately.

Cross‑Functional Collaboration

Work closely with internal teams—including Operations, Product, Engineering, and Compliance—to investigate issues, coordinate solutions, and ensure timely resolution.

Client Partnership

Act as a trusted operational partner to client servicing teams, providing guidance on complex platform functionality and servicing workflows.

Communication & Transparency

Provide clear, timely updates to clients and internal stakeholders regarding issue status, next steps, and resolution timelines.

Process Improvement

Identify trends or recurring issues and collaborate with internal teams to improve processes, workflows, and platform functionality.

Documentation & Case Tracking

Create, define, and maintain accurate documentation of escalations, communications, playbooks, processes, and resolutions within internal systems to ensure transparency and operational continuity.

Service Level Management

Monitor, manage, and report on escalated items to ensure they meet internal service standards and client expectations.

Requirements

The Necessities:

• Bachelor’s degree or equivalent professional experience
• 2–4 years of retirement industry experience preferred
• Experience supporting retirement plan servicing or administration…