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.