Associate, Vestwell Operations Center at Vestwell · King of…

Summary: Vestwell is a financial technology company based in New York City, focused on revolutionizing the savings economy. They are seeking an Associate for their Operations team to provide operational support to savers and sponsors, ensuring high-quality customer service and effective communication. Responsibilities: - Process inbound documentation and written inquiries in accordance with Vestwell and State policies and procedures - Contribute to initiatives by supporting and participating in projects that increase /enhance client engagement - Provide excellent customer service and support. This includes responding to customer support requests in a timely manner, offering multiple forms of communication - Provide complete/accurate responses and work product with empathy and understanding - Provide timely, superior customer service, including problem solving and issue resolution - Provide effective verbal and written communications in a clear, concise and informative manner - Demonstrate flexibility and adaptability in a dynamic environment, adjusting to evolving business priorities and client needs - Responsible for protecting, securing, and proper handling of all confidential data to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to the Saver, Sponsor, State, or Vestwell - Proactively handle concerns, troubleshooting problems, and providing solutions - Review program documents and provide accurate information to initiator according to both Vestwell’s and the State’s guidelines and standard practices - Provide feedback to management and product team on how our product and processes can be improved - Other tasks and ad hoc projects within the scope of the role may be required sporadically, including cross-training new hires/peers Required Qualifications: - College degree and/or equivalent customer service experience - The ability to communicate effectively (clear, concise and professionally) with all levels - Ability to work in a team environment to ensure a common goal of providing exceptional client service - Strong commitment to superior customer service - Positive and proactive attitude - Flexible, creative, team-oriented, results-driven, and collaborative - Demonstrate ability to perform in a fast-paced service environment working with set deadlines - Prior experience using internal technical operational tools (e.g. Jira, Zendesk, Asana or other CRM applications, Excel/Google Sheets, Word/Google docs and Apple products) - Balance quality, productivity, and service standards in your day to ensure KPIs are achieved - Excellent attention to detail and accuracy, proficient with numbers and basic calculations - Maintain an in-office presence of a minimum of four days per week, in alignment with company standards and to support team collaboration Preferred Qualifications: - Prior operations experience is preferred, but not required - Bilingual – Spanish speaking is a plus Required Skills: Jira, Zendesk, Asana, CRM applications, Excel, Google Sheets, Word, Google Docs, Apple products Benefits: 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, 401(k) plan, Employee Wellbeing Committee