Who Are We Looking For?

Vestwell is expanding and we’re excited about adding Associates to our Operations team who are passionate about our mission to change the state savings / retirement FinTech space. We are seeking individuals who are energetic and reliable professionals to join our team. Successful candidates are responsible for providing operational support to our savers and sponsors via processing inbound account documentation and inquiries, including emails and chat, utilizing company policies to assist our clients, solve issues, and escalate challenges to the managerial team when necessary.

Our Operations Associates are instrumental in providing both timely and high-quality work to our savers and sponsors, so we are interested in hiring individuals with a commitment to overall customer satisfaction. The Associate must demonstrate a commitment to client service through timely, confidential responses, exceptional work ethic and a positive attitude. This position requires working closely with our saver and sponsors and fellow Associates to provide valuable insights and direction.

What Will You Be Doing?

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

• Process inbound documentation and written inquiries in accordance with Vestwell and State policies and procedures.
• Contribute to initiatives by supporting and participating in projects that increase /enhance client engagement.
• 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 and work product with empathy and understanding.
• Provide timely, superior customer service, including problem solving and issue resolution.
• Provide effective verbal and written communications in a clear, concise and informative manner.
• Demonstrate flexibility and adaptability in a dynamic environment, adjusting to evolving business priorities and client needs.
• 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 to in harm to the Saver, Sponsor, State, or Vestwell.
• Proactively handle concerns, troubleshooting problems, and providing solutions.
• Review program documents and provide accurate information to initiator according to both Vestwell’s and the State’s guidelines and standard practices.
• Provide feedback to management and product team on how our product and processes can be improved.
• Other tasks and ad hoc projects within the scope of the role may be required sporadically, including cross training new hires/peers.
• Provide IRA, College Savings Plan (“529”) and Achieving a Better Life Experience (“ABLE”) knowledge
• Ability to work overtime as needed to meet the needs of our business and clients.

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, to meeting department and 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.
• IRA, 529 and ABLE knowledge/experience preferred.
• Prior operations experience preferred, but not required.
• 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.
• Strong commitment to superior customer service
• Positive and proactive attitude
• Flexible, creative, team-oriented, results-driven, and collaborative
• Demonstrate ability to perform in a fast-paced service environment working with set deadlines.
• Prior experience using internal technical operational tools (e.g. Jira, Zendesk, Asana or other CRM applications, Excel/Google Sheets, Word/Google docs and Apple products).
• Balance quality, productivity, and service standards in your day to ensure KPIs are achieved.
• Excellent attention to detail and accuracy, proficient with numbers and basic calculations.
• Maintain an in-office presence of a minimum of four days per week, in alignment with company standards and to support team collaboration.

The Extras:

• Knowledge of Individual Retirement Accounts (“IRA”)
• Knowledge of Achieving a Better Life Experience (“ABLE”)
• Knowledge of 529 College Programs

Work Location - This role will be based in our 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 $60K - $70K. Please note that the final offer will be determined based on experience.