Senior Associate, Employer Services Account Manager
New
V
VestwellFinancial Technology
This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation. For exceptional candidates, we're open to hiring this role fully remote.Full-TimeSenior
Salary$70K - $80K base
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Job Details
- Experience
- 2-4 years of retirement industry experience required
- Required Skills
- Microsoft ExcelCustomer serviceGoogle SheetsAccount ManagementTroubleshooting
Requirements
- College degree and/or equivalent customer service experience.
- 2-4 years of retirement industry experience required.
- Ability to multitask while attending to a high volume of incoming inquiries.
- Strong time management and organizational skills.
- Strong commitment to superior customer service.
- Positive and proactive attitude.
- Proficiency with Excel/Google Sheets, Word/Google Docs, and Adobe Acrobat.
- Ability to browse network directories in a paperless office environment.
- Excellent attention to detail and accuracy.
- Proficient with numbers and basic calculations.
Responsibilities
- Independently manage and retain relationships with top ARR clients and pooled plans, addressing post-onboarding needs.
- Work closely with clients to understand business goals and identify opportunities for additional products.
- Partner with internal teams including Product, Operations, and Legal to resolve complex client issues.
- Conduct proactive outreach to identify service gaps and relay client feedback to internal stakeholders.
- Design and document account management processes, playbooks, and resources.
- Handle escalated complaints, troubleshoot issues, and coordinate with Legal and Compliance.
- Serve as the primary point of contact for inbound client inquiries, ensuring high-quality service.
- Maintain accurate records of client interactions and service tickets in internal systems.
- Prioritize workload effectively to meet service level expectations.
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