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 Vestwell is the backbone of the modern savings economy; a fintech company powering savings for retirement, education, and healthcare. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is