Coordinator, Client Services

Vestwell is a financial technology company powering the new savings economy, and they are seeking a Client Services Coordinator to join their mission-driven Client Success team. The role involves assisting clients, managing expectations, and collaborating with internal teams to resolve client issues and enhance satisfaction.

Responsibilities

• Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues
• Help manage client expectations to avoid any disconnects with process and timing standards
• Collaborate across all internal teams in order to resolve any client issues and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction
• Identify and resolve one-touch tickets at point of initial contact by utilizing available online tools
• Share data-driven insights with our product teams to improve our platform and planning roadmap
• Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues
• Being the friendly, knowledgeable first point of contact for inbound inquiries
• Conducting appropriate and timely follow up to ensure the highest level of service
• Communicating in a relatable, humanized way to promote trust and allegiance
• Creating tickets and providing follow-up as required
• Adhering to client-facing and internal Service Level requirements
• Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed
• Posting interaction within our tooling to document updates to client accounts

Skills

• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
• Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications
• Strong commitment to superior customer service
• Positive and proactive attitude
• Proficiency is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories as we are a paperless office
• Excellent attention to detail and accuracy, proficient with numbers and basic calculations
• Must be willing to work 9am ET to 6pm ET
• Retirement industry experience
• Series 6, 7, 63, 65, 66
• QKA, QKC

Benefits

• Eligible to participate in the Company Bonus Pool
• Eligible to receive new hire equity in the Company
• Competitive health coverage
• Generous vacation offering
• Hybrid office policy
• 401(k) plan
• A dedicated Employee Wellbeing Committee

Company Overview