Team Lead – Vestwell Operations Center

2-5 years of experience working in an operations environment including management of staffing, introduction of technologies to improve service model and continual improvement of efficiencies to promote growth at a lower cost.
Develop and maintain strong business partnership with our state, financial advisors, employers, participants and vendors
Bachelor’s degree or equivalent work experience
Strong commitment to superior customer service
Experience in successfully handling escalated customer requests
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. Driven to achieve SLA through active daily monitoring and management.
Maintain an in-office presence of a minimum of four days per week, in alignment with company standards and to support team collaboration.

Support the day-to-day operations of Service Associates.
Successfully lead a best-in-class operation center processing transactional and maintenance requests, support inbound email and chat requests, and generate correspondence for not in good order requests that will focus on Auto IRA, ABLE and 529 state programs.
Hiring qualified associates at all levels
Establish process and procedures for the daily management of the operation
Forecast required headcount based on current and future forecasted volume to ensure staffing levels are adequate to achieve foundational level service.
Identify service needs that will lead to the optimal experience to those needing support
Be responsible for managing the service level expectations associated with exemplary service to our customer base.
Manage client expectations to avoid any disconnects with process and timing standards
Ensure collaboration with all internal parties while communicating to the clients
Lead and/or attend scheduled client conference calls to provide status and health checks
Support the creation and maintenance of the knowledge-base of our saver servicing process and procedures to insure up to date accuracy of information.
Assist product team with product specifications, continue to look for ways to improve the process, systems or people to ensure service is provided in a scalable, efficient fashion while attaining foundational service levels.