Vestwell
New York, NY | Austin, TX | King of Prussia, PA | Phoenix, AZ
Vestwell is the financial technology company powering the new savings economy. The New York City‑based fintech platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and nearly 1.5 million active savers, with over $30 billion in assets saved across all 50 United States.
Vestwell offers a range of products, including workplace‑delivered retirement plans, employer‑offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities. Vestwell’s platform serves a diverse clientele, including financial advisers, employers, third‑party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com
Who Are We Looking For? Vestwell is expanding and we’re excited about adding a Senior Enterprise Account Management to our Employer Platform Services team who is passionate about our mission to change the retirement FinTech space. Ideally, you have spent 5‑8 years working with advisors, sponsors, record keepers and/or TPAs managing day‑to‑day service requests, and have experience managing a team.
What Will You Be Doing? Day‑to‑day you will be expected to:
Managing a team of coordinators, associates, leads, and account managers with a focus on establishing best practices that enable the team to effectively perform day‑to‑day responsibilities and deliver on SLAs
Work with the implementation and onboarding teams on workflows that provide for a smooth transition of plans after a first successful payroll
Be responsible for the satisfaction of high‑tiered relationships of enterprise partners, advisors, and sponsors
Responsible for running point on client escalations and working with needed parties to de‑escalate issues
Serve as a subject matter expert on the client’s plans and administrative procedures
Ensure the team receives continuous training and development
Review, maintain, and improve administrative procedures, defining best practices
Identify, analyze, and assist in executing process improvements
Provide assistance to marketing and sales with the RFP process when requested
Manage client expectations to avoid any disconnects with process and timing standards
Manage day‑to‑day volume associated with incoming tickets and calls by reallocating resources as necessary to ensure all workstreams have sufficient support
Ensure collaboration with all internal parties while communicating to the clients
Attend scheduled client conference calls, when required, to provide plan status and health checks
Develop performance standards for team members and perform reviews as required; support standards through daily direction, coaching, and counseling
Prioritize, research and resolve client questions related to technology, plan operation, compliance and other matters
Research complex and sensitive service inquiries while seeing them through to resolution
Work collaboratively with the Product team on specific workflows and tooling enhancements that will improve operational and service efficiency
Evaluate and make recommendations on improvements to the streamlined workflow that will enable scalability through improved operational efficiencies
Create an environment of empowerment among the team members that puts them in a position to further advance the servicing of our current clients
Develop and maintain training resources for the team
Reporting on metrics, performance, and team capacity planning to support department initiatives to leadership team
Responsible for taking ownership of understanding the company’s strategic partnerships and differentiating workstreams
Backlog and blocked item grooming for team; escalating cross‑collaboratively with product for resolution
Participates and oversees change management of Vestwell current/upcoming products, processes, relationships, and integrations while assessing how they impact the service structure and client experience and advocating to the appropriate stakeholders
Drives key KPIs, engagement of clients, retention, and participation in retirement accounts.
Develops servicing structure for workstreams to ensure that client needs are met while maximizing available onshore and offshore resources, and develops a continuity plan to ensure the client experience is never impacted
Drive integration of process improvement initiative into product roadmaps through constant collaboration, building business cases, and relationship building with prod squads and leadership
Requirements The Necessities:
3‑5 years defined contribution experience including Client Service, Plan Administration, Compliance, Plan Design, and/or Conversion experience for 401(k) and/or 403(b) plans.
Develop and maintain strong business partnership with financial advisors, Plan Sponsor, and vendors.
Bachelor’s degree or equivalent work 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.
The Extras:
Knowledge of one or more record keeping systems.
Series 7, 65, 66 license.
Qualified 401(k) Administrator (QKA) credential.
The expected base salary range for this position is $100K – $110K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.
This role will be based in either the New York City, Austin, King of Prussia, or Phoenix office, and will be part of Vestwell's hybrid in‑office operation.
OUR BENEFITS We’re an innovative, high‑growth company, with lots of exciting milestones ahead. We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee, we offer competitive health coverage and generous vacation offering. We have adopted a hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in our Midtown Manhattan, Austin, King of Prussia, and Phoenix offices, so everyone has a setting that is the most productive for them. Oh, and naturally we have a great 401(k) plan!
OUR PROCESS It starts the same for every candidate: getting to know the team members through 1–2 conversations about Vestwell, your experience, and your interests. Next steps can vary by role, but the usual next steps are a skill or experience screen (e.g. a coding interview for an Engineer, a portfolio review for a Designer, deeper experience call for other roles) which leads to a virtual or in‑person interview panel after that if the screens go well. Before making an offer, our interview process concludes with a references check stage for your recruiter to meet with a current or former supervisor and peer. We prioritize transparency and lack of surprise throughout the process.
Equal Employment Opportunity As set forth in Vestwell’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
#J-18808-Ljbffr
Vestwell is the financial technology company powering the new savings economy. The New York City‑based fintech platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and nearly 1.5 million active savers, with over $30 billion in assets saved across all 50 United States.
Vestwell offers a range of products, including workplace‑delivered retirement plans, employer‑offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities. Vestwell’s platform serves a diverse clientele, including financial advisers, employers, third‑party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com
Who Are We Looking For? Vestwell is expanding and we’re excited about adding a Senior Enterprise Account Management to our Employer Platform Services team who is passionate about our mission to change the retirement FinTech space. Ideally, you have spent 5‑8 years working with advisors, sponsors, record keepers and/or TPAs managing day‑to‑day service requests, and have experience managing a team.
What Will You Be Doing? Day‑to‑day you will be expected to:
Managing a team of coordinators, associates, leads, and account managers with a focus on establishing best practices that enable the team to effectively perform day‑to‑day responsibilities and deliver on SLAs
Work with the implementation and onboarding teams on workflows that provide for a smooth transition of plans after a first successful payroll
Be responsible for the satisfaction of high‑tiered relationships of enterprise partners, advisors, and sponsors
Responsible for running point on client escalations and working with needed parties to de‑escalate issues
Serve as a subject matter expert on the client’s plans and administrative procedures
Ensure the team receives continuous training and development
Review, maintain, and improve administrative procedures, defining best practices
Identify, analyze, and assist in executing process improvements
Provide assistance to marketing and sales with the RFP process when requested
Manage client expectations to avoid any disconnects with process and timing standards
Manage day‑to‑day volume associated with incoming tickets and calls by reallocating resources as necessary to ensure all workstreams have sufficient support
Ensure collaboration with all internal parties while communicating to the clients
Attend scheduled client conference calls, when required, to provide plan status and health checks
Develop performance standards for team members and perform reviews as required; support standards through daily direction, coaching, and counseling
Prioritize, research and resolve client questions related to technology, plan operation, compliance and other matters
Research complex and sensitive service inquiries while seeing them through to resolution
Work collaboratively with the Product team on specific workflows and tooling enhancements that will improve operational and service efficiency
Evaluate and make recommendations on improvements to the streamlined workflow that will enable scalability through improved operational efficiencies
Create an environment of empowerment among the team members that puts them in a position to further advance the servicing of our current clients
Develop and maintain training resources for the team
Reporting on metrics, performance, and team capacity planning to support department initiatives to leadership team
Responsible for taking ownership of understanding the company’s strategic partnerships and differentiating workstreams
Backlog and blocked item grooming for team; escalating cross‑collaboratively with product for resolution
Participates and oversees change management of Vestwell current/upcoming products, processes, relationships, and integrations while assessing how they impact the service structure and client experience and advocating to the appropriate stakeholders
Drives key KPIs, engagement of clients, retention, and participation in retirement accounts.
Develops servicing structure for workstreams to ensure that client needs are met while maximizing available onshore and offshore resources, and develops a continuity plan to ensure the client experience is never impacted
Drive integration of process improvement initiative into product roadmaps through constant collaboration, building business cases, and relationship building with prod squads and leadership
Requirements The Necessities:
3‑5 years defined contribution experience including Client Service, Plan Administration, Compliance, Plan Design, and/or Conversion experience for 401(k) and/or 403(b) plans.
Develop and maintain strong business partnership with financial advisors, Plan Sponsor, and vendors.
Bachelor’s degree or equivalent work 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.
The Extras:
Knowledge of one or more record keeping systems.
Series 7, 65, 66 license.
Qualified 401(k) Administrator (QKA) credential.
The expected base salary range for this position is $100K – $110K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.
This role will be based in either the New York City, Austin, King of Prussia, or Phoenix office, and will be part of Vestwell's hybrid in‑office operation.
OUR BENEFITS We’re an innovative, high‑growth company, with lots of exciting milestones ahead. We value health and wellness at Vestwell and in addition to a dedicated Employee Wellbeing Committee, we offer competitive health coverage and generous vacation offering. We have adopted a hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in our Midtown Manhattan, Austin, King of Prussia, and Phoenix offices, so everyone has a setting that is the most productive for them. Oh, and naturally we have a great 401(k) plan!
OUR PROCESS It starts the same for every candidate: getting to know the team members through 1–2 conversations about Vestwell, your experience, and your interests. Next steps can vary by role, but the usual next steps are a skill or experience screen (e.g. a coding interview for an Engineer, a portfolio review for a Designer, deeper experience call for other roles) which leads to a virtual or in‑person interview panel after that if the screens go well. Before making an offer, our interview process concludes with a references check stage for your recruiter to meet with a current or former supervisor and peer. We prioritize transparency and lack of surprise throughout the process.
Equal Employment Opportunity As set forth in Vestwell’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
#J-18808-Ljbffr