Coordinator – Vestwell Service Center – Vas

Coordinator – Vestwell Service Center – Vas

Requirements

• College degree and/or equivalent customer service experience.
• IRA, 529 and ABLE knowledge/experience preferred.
• Prior call center experience preferred, but not required.
• Bilingual – Spanish speaking is a plus.
• 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.

Responsibilities

• Respond to inbound inquiries via phone, email, chat, and ticket.
• Contribute to Outreach 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 issued 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.
• Provide IRA, College Savings Plan (“529”) and Achieving a Better Life Experience (“ABLE”) knowledge.
• Ability to work overtime as needed to meet the needs of our business and clients.
• Satisfying quality assurance and KPI requirements and achieving client retention and satisfaction: Help drive increases in client retention by reacting appropriately to client communications and activities.
• Adhering to prioritization requirements, to meeting department and Company goals for servicing responsiveness.
• Creating tickets and providing follow-up as required.
• Achieve individual and team goals for service levels, growth and retention.

Preferred Qualifications

• Knowledge of Individual Retirement Accounts (“IRA”)
• Knowledge of Achieving a Better Life Experience (“ABLE”)
• Knowledge of 529 College Programs