Who are we looking for?

We are seeking an energetic and reliable professional to join our team as a Service Center Coordinator. Successful candidates are responsible for providing support to our sponsors by direct verbal and written communication, utilizing company policies to help solve client issues, and escalating challenges to the managerial team when necessary.

Our Client Service Coordinators are the first point of contact for customers, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions. The Client Service Coordinator must demonstrate a commitment to client service through timely, confidential responses, exceptional work ethic and a positive attitude. This position requires partnering closely with the customer to provide valuable insights and direction.

What will you be doing?

Day-to-day you will be expected to:

Responding to inbound inquiries via ticket, email and phone

• Provide excellent customer service and support. This includes responding to customer support requests in a timely manner, offering multiple forms of communication
• Provide complete/accurate responses issued with empathy and understanding
• Provide timely, superior customer service, including problem solving and issue resolution with minimal inconvenience to clients
• Provide effective verbal and written communications in a clear, concise and informative manner
• Responsible for protecting, securing, and proper handling of all confidential data to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to the State, Vestwell or our clients
• Proactively handle concerns, troubleshooting problems, and providing solutions
• Review program documents and provide accurate information to caller according to Vestwell’s guidelines and standard practices
• Provide feedback to senior leadership and management on how our product and processes can be improved
• Provide feedback to our product team around client interactions with our platform
• Ability to work overtime to meet the needs of the business unit
• Providing IRA knowledge

Satisfying quality assurance and KPI requirements and achieving client retention and satisfaction:

• Help drive increases in client retention by reacting appropriately to client communications and activities.
• Adhering to prioritization requirements, in order to meet Company goals for servicing responsiveness
• Creating tickets and providing follow-up as required
• Achieve individual and team goals for service levels, growth and retention

Requirements

The Necessities:

• College degree and/or equivalent customer service experience.
• Some retirement industry experience, preferred.
• Prior call center experience preferred, but not required.
• Bilingual - Spanish speaking preferred.
• The ability to communicate effectively (clear, concise and professionally) with all levels.
• Ability to work in a team environment to ensure a common goal of providing exceptional client service.
• Flexible, creative, team-oriented, results-driven, and collaborative
• Demonstrate ability to perform in a fast paced service environment working within set deadlines.
• Prior experience using internal technical operational tools (e.g. Jira, Zendesk, Asana, Google Workspace), and helping others develop and employ best practices.
• Nice to have: retirement certifications (i.e. QKA or CISP).
• Must be able to work one of the following shifts:
  • 9:00 AM - 6:00 PM EST
  • 11:00 AM - 8:00 PM EST
  • 1:00 PM - 10:00 PM EST

Work Location - This role will be based in our Greater Philadelphia or King of Prussia office, and will be part of Vestwell's hybrid in-office operations.

This position is a non-exempt overtime eligible position. The expected salary range for this position is $50k-$55K. Please note that the final offer will be determined based on experience.