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We are seeking an energetic and reliable professional to join our team as a Team Mentor, Employer Services. The ideal candidate will be responsible for overseeing a team of individual contributors while also providing direct, high-quality service to clients. As a Team Mentor, you will mentor and manage a small subteam, ensuring that client needs are met promptly and effectively, while maintaining high standards of performance and compliance. You will serve as a subject matter expert for your team, supporting day-to-day operations and guiding team members in their professional development.
Job Responsibility:
Act as the primary point of contact for a group of 401(k) plan sponsor clients, ensuring excellent service delivery by responding to client inquiries regarding plan administration, contributions, and integrations in a timely and accurate manner
Collaborate with cross-functional teams to troubleshoot and resolve complex client issues
Manage and effectively resolve client escalations as they arise using strong critical thinking and sound judgement to ensure optimal outcomes for clients, leading to high retention
Collaborate across all internal teams in order to resolve any client issues and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction
Share data-driven insights with our product teams to improve our platform and planning roadmap
Lead, mentor, and coach a small subteam of individual contributors, fostering a culture of teamwork, accountability, and professional growth
Collaborate on team performance reviews, provide constructive feedback, and help team members set and achieve personal and professional goals
Lead team training and development as needed, ensuring team members are up-to-date on industry trends, best practices, and product changes
Identify opportunities for process improvements within the Employer Services function to enhance client satisfaction and operational efficiency
Collaborate with cross-functional teams (e.g., Compliance, Operations, and Sales) to ensure a seamless client experience and resolve any issues that arise
Monitor and report on team performance, including client satisfaction, service level adherence, and overall productivity
Provide guidance and support in the completion of projects and tasks, ensuring high-quality service delivery and adherence to timelines
Monitor and reallocate resources as necessary to ensure solid coverage of all client needs and Vestwell workstreams
Host or moderate webinars, walking sponsors through the registration and the portal, and answering questions
Requirements:
Fintech, Financial Services, or Retirement industry experience
Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
Develop and maintain a strong business partnership with Plan sponsor and vendors
Strong time management skills to ensure the timeliness of all proactive and reactive communications
Strong critical thinking, research, and problem solving skills
Previous people management or leadership experience
Strong commitment to superior customer service
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
Nice to have:
Fintech or Retirement industry experience
Series 6, 7, 63, 65, 66
QKA, QKC
Six sigma
Previous experience from Payroll, Employee Benefits, and People Management