Coordinator, Saver Services

Who Are We Looking For?

We are seeking an energetic and reliable professional to join our team as a Saver Services Coordinator. Successful candidates will be responsible for answering inbound phone calls and emails from individuals saving in workplace and education savings plans such as 401(k), 403(b), IRAs, 529 plans, and ESAs, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary.

Our coordinators are often the first point of contact for these savers, 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?

Day-to-Day You May Also Be Expected To:

Responding to inbound inquiries via email, chat, and phone

Primarily supporting individuals saving in 401(k), 403(b), IRA, 529, ESA, and other workplace savings plans by:

• Providing complete, accurate responses delivered with empathy and understanding
• Proactively handling concerns, troubleshooting problems, and providing solutions
• Reviewing plan documents and processing distribution requests
• 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
• Constantly evaluating our product and processes for improvement
• Providing continuous feedback to our product team around client interactions with our platform

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

Requirements
The Necessities

• College degree, some customer service experience, and financial services experience preferred
• Strong verbal, written, follow-up, and organization skills
• Comfortable with inbound and outbound phone calls from individuals saving in 401(k), 403(b), IRA, 529, ESA, and other workplace savings plans
• PC literacy; experience with Zendesk and Jira is a plus
• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
• Flexible and adaptable to constantly changing responsibilities and assignments

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

The expected base salary range for this position is $50K - $55K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.