Vestwell Service Center Manager

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and nearly 1.5 Million active savers, with over $30 billion in assets saved across all 50 United States. 

Vestwell offers a range of products, including workplace-delivered retirement plans, employer-offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities.

Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com

Who are we looking for?

Vestwell is expanding and we’re excited about adding a Manager to our client-facing team who is passionate about our mission to change the state savings / retirement FinTech space.. Ideally, you have spent 3-5 years working with savers, advisors, sponsors, recordkeepers and/or TPAs providing some aspect of Operational Servicing while managing the day to day needs of a service center coordinators.

What will you be doing?

A key component of Vestwell’s mission to empower retirement savings is to make the process of setting up and running an account as easy and painless for an employer and saver. As a Manager, you will play a key role in understanding the customer’s goals and how those translate into an effective service and support model. Your goal will be to work closely with Savers to provide the best possible service experience when interacting with Vestwell.

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

• Manage the day-to-day operation of the Service Center including supervisory leads and up to 20 Service Coordinators. Successfully lead a world class omni channel service center operation (calls, chat, email, etc.)
• Hiring qualified associates at all levels
• Establish process and procedures for the daily management of the operation
• Forecast required headcount based on current and future forecasted volume to ensure staffing levels are adequate to achieve foundational level service.
• Identify service needs that will lead to the optimal experience to those needing support 
• Be responsible for managing the service level expectations associated with exemplary service to our customer base.
• Manage client expectations to avoid any disconnects with process and timing standards 
• Ensure collaboration with all internal parties while communicating to the clients
• Lead and/or attend scheduled client conference calls to provide status and health checks
• Support the creation and maintenance of the knowledge-base of our saver servicing process and procedures to insure up to date accuracy of information.
• Assist product team with product specifications, continue to look for ways to improve the process, systems or people to ensure service is provided in a scalable, efficient fashion while attaining foundational service levels.

Requirements

The Necessities:

• 3-5 years experience working in a call center environment including management of staffing, introduction of technologies to improve service model and continual improvement of efficiencies to promote growth at a lower cost.
• Develop and maintain strong business partnership with our state, financial advisors, employers, participants and vendors
• Bachelor’s degree or equivalent work experience
• Strong commitment to superior customer service
• Experience in successfully handling escalated customer requests
• 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. Driven to achieve SLA through active daily monitoring and management.

The Extras:

• Knowledge of one or more recordkeeping systems 
• Series 7, 65, 66 license
• Qualified 401(k) Administrator (QKA) credential

This role will be based in our King of Prussia, PA office and will be part of Vestwell's hybrid in-office operation.

The expected salary range for this position is $80k-$95k. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. 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.

OUR BENEFITS

We’re a growth stage startup with lots of exciting milestones ahead. We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee, we offer competitive health coverage and generous vacation offering. We have adopted a hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in midtown Manhattan so everyone has a setting that is the most productive for them. We provide our team with all the equipment they need (plus a few perks!) to work effectively remotely. Oh, and naturally we have a great 401(k) plan!

OUR PROCESS

It starts the same for every candidate: getting to know the team members through 1 - 2 conversations about Vestwell, your experience, and your interests. Next steps can vary by role, but the usual next steps are a skill or experience screen (e.g. a coding interview for an Engineer, a portfolio review for a Designer, deeper experience call for other roles) which leads to a virtual or in-person interview panel after that if the screens go well. Before making an offer, our interview process concludes with a references check stage for your recruiter to meet with a current or former supervisor and peer. We prioritize transparency and lack of surprise throughout the process.

For your awareness you will only receive correspondence from recruiting@vestwell.com any other domain not ending in Vestwell.com is not our Recruitment team.

Vestwell’s Privacy Policy. Attention California residents: In the course of conducting our business and complying with federal, state, and local government regulations governing such matters as employment, tax, insurance, etc., we must collect Personal Information from you. Should you accept employment with Vestwell you may view our California Privacy Rights Act here: Vestwell’s California Privacy Rights Policy.