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 Scottsdale, 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.
Full-Time Employee Benefits We’re an innovative, high-growth company with an exciting future ahead. At Vestwell, we prioritize employee wellbeing through comprehensive health benefits, generous time off, and a dedicated Employee Wellbeing Committee. Our hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale. And, of course, as a company focused on helping people save for the future, we offer a competitive 401(k) plan.
Interview Process Our interview process starts the same for every candidate with 1-2 introductory conversations to learn more about your background, interests, and what you're looking for, while also giving you the opportunity to learn more about Vestwell and the team. From there, the process varies by role but typically includes a skills or experience-based assessment, such as a coding interview, portfolio review, or deeper discussion of your relevant experience. Successful candidates then move on to a virtual or in-person interview panel. Before extending an offer, we complete a reference check with a current or former manager and a peer. Throughout the process, we prioritize transparency, clear communication, and minimizing surprises.
For your awareness you will only receive correspondence from recruiting@vestwell.com any other domain not ending in vestwell.com is not our Recruitment team.
Vestwell’s Privacy Policy. Attention California residents: In the course of conducting our business and complying with federal, state, and local government regulations governing such matters as employment, tax, insurance, etc., we must collect Personal Information from you. Should you accept employment with Vestwell you may view our California Privacy Rights Act here: Vestwell’s California Privacy Rights Policy.
