WHO ARE WE LOOKING FOR?

We are seeking an energetic and reliable professional to join our team Employer Services Consulting Team, as an Account Manager. Successful candidates will be responsible supporting incoming employer plan administration inquiries, change orders, and participant training requests. The Account Manager will work closely with internal Retirement Service subject matter experts to research, assess and deliver timely support to employer requests.

Our Account Managers support many of our startup plan employers who are new to sponsoring a 401(k) plan, 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?

Leading inbound employer inquiries via email, phone, and client facing meetings.

• Managing employer plan design and training support as it pertains to:
  • Features – eligibility, vesting, employer contributions etc.
  • Amendments
  • Mergers & Acquisitions
  • Terminations
  • Deconversions
  • Enrollment meetings
  • Year-end testing
  • Audits
• Effectively gathering and analyzing 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.
• Providing complete/accurate responses issued with empathy and understanding of our plan design structure.
• Posting interaction within our tooling to document updates to client accounts

Satisfying quality assurance and KPI requirements

• 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.

Ensuring client retention and maintenance

• Being the friendly, knowledgeable first point of contact for inbound inquiries
• Conducting appropriate and timely follow up to ensure the highest level of employer serving.
• Communicating in a relatable, humanized way to promote trust and allegiance

Requirements

• College degree and/or equivalent customer service experience
• 5-7 years of retirement industry experience, preferred
• Experience in project management.
• You’re flexible, creative, team-oriented, results-driven, can effectively collaborate with both internal and external stakeholders.
• Strong communication, follow-up, and organization skills.
• Strong interest in developing retirement plan design experience through our Vestwell training program.
• Professional experience using and optimizing internal technical operational tools (e.g. Jira, Zendesk, Asana, Google Workspace), and helping others develop and employ best practices -- bonus points for deployment/build experience
• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries.

The expected salary range for this position is 80k-85k with variable compensation potential. 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.

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