Coordinator, Saver Services

Vestwell is a financial technology company powering the new savings economy, and they are seeking a Saver Services Coordinator to join their team. The role involves responding to client inquiries, troubleshooting problems, and providing solutions while ensuring high customer satisfaction.

Responsibilities

• Responding to inbound inquiries via email, chat, and phone
• Providing complete/accurate responses issued with empathy and understanding
• Proactively handling concerns, troubleshooting problems, and providing solutions
• Responsible for 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 evaluation 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
• Conducting appropriate and timely follow up to ensure the highest level of service
• Communicating in a relatable, humanized way to promote trust and allegiance

Skills

• College degree
• Some customer service experience
• Financial service experience preferred
• Strong verbal skills
• Strong written skills
• Strong follow-up skills
• Strong organization skills
• Comfortable with inbound and outbound phone calls
• PC literacy
• Team mentality
• Ability to multitask while attending to a high volume of incoming inquiries
• Flexible and adaptable to a constantly changing responsibilities and assignments
• Experience with Zendesk
• Experience with Jira

Benefits

• Competitive health coverage
• Generous vacation offering
• Great 401(k) plan

Company Overview