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 vestwell.com

Who Are We Looking For?

We are seeking an energetic and reliable professional to join our Retirement Plan Services Team, as an Associate. Successful candidates will be responsible for supporting incoming employer plan administration inquiries, change orders, and supporting multiple cross-functional teams across the organization. The Associate will work closely with our internal Retirement Plan Administration team subject matter experts to research, assess, and deliver timely support to employer requests.

Our Associates support many of our startup and conversion plan employers who can help navigate sponsors with the complexities of administering a 401(k) plan, so we are interested in hiring individuals with a commitment to high client satisfaction and an ability to make quick and accurate decisions. The ideal candidate is a motivated individual who can manage their block of responsibilities, confidently answer retirement plan questions, and collaborate with the team to improve workstreams.

What Will You Be Doing?

Assisting clients with complex plan issues such as eligibility, vesting, amendments, mergers & acquisitions, deconversions, year-end testing, and audits
Effectively gathers and analyzes information while using reason and good judgment to articulate client requests through detailed scoping.
Working closely with internal plan design and plan document subject matter experts to research, assess, and complete client plan design requests.
Create processes, playbooks, and resources to streamline across processes/operations and support team expansion
Posting interaction within our tooling to document updates to client accounts
Conducts post mortems and identifies opportunities for improvement in processes and procedures, and works with management and products teams to implement improvements
Ability to handle client/advisor escalations smoothly and bring in cross-functional teams as needed for quick resolutions
Adhering to client facing and internal service level requirements
Meeting quality control expectations through the monitoring of contact resolution
Adhering to prioritization requirements, to meet company goals for servicing responsiveness.
Provide consulting services to sponsor and advisors as needed
Ensuring client retention and maintenance
Conducting appropriate and timely follow-up to ensure the highest level of employer service

Requirements

College degree and/or equivalent customer service experience
1-3 years of retirement industry experience, preferred.
You're flexible, creative, team-oriented, results-driven, can effectively collaborate with both internal and external stakeholders.
Strong communication, critical thinking, and organization skills.
Proven ability to think analytically & operate independently within set deadlines
Professional experience using and optimizing internal technical operational tools (e.g. Jira, Zendesk, Asana, Google Workspace), and helping others develop and employ best practices
Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
Nice to have: retirement certifications (i.e. QKA)

This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation.