Coordinator, Saver Services

• 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

• College degree
• some customer service experience
• financial service experience preferred
• strong verbal, written, follow-up, and organization skills
• comfortable with inbound and outbound phone calls
• PC literacy
• experience with Zendesk and Jira is a plus
• team mentality
• ability to multitask while attending to a high volume of incoming inquiries
• flexible and adaptable to constantly changing responsibilities and assignments

experience with Zendesk and Jira

• 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
• great 401(k) plan