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