Specialist, Service Communications & Enablement

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 350000 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.

Vestwells platform serves a diverse clientele including financial advisers employers third-party administrators financial institutions payroll providers government agencies and individual savers. To learn more

Who Are We Looking For

Vestwell is expanding and were excited about adding a Service Communications & Enablement Specialist to our Service & Operations organization supporting all postsales operational and service teams.

Were looking for someone who can take complex product and operational information and make it clear concise and actionable for both external audiences and internal service teams. This role is accountable for the accuracy clarity and operational correctness of all service-led communications once a plan exits the sales cycle ensuring that messaging reflects how the platform and service model actually operate in practice. Youre equally comfortable writing for plan sponsors advisors savers and payroll partners as you are creating internal FAQs talk tracks and enablement materials for front-line teams.

Youre a strong cross-functional collaborator who works closely with Product Legal/Compliance Marketing and Operations to own the translation of operational realityincluding product behavior service constraints and exception handlinginto clear internal and external have a sharp eye for detail a bias for clarity over jargon and a commitment to delivering accurate usable information that supports a strong service experience.

What Will You Be Doing

Day-to-day you will be expected to:

• Serve as a central content owner for Service & Operations responsible for drafting clear audienceappropriate communications once plans are out of the sales cycle and into onboarding implementation and ongoing service.
• Translate complex product operational and regulatory updates into digestible communications for different external personas (e.g. plan sponsors advisors savers) ensuring tone and detail level are appropriate for each group.
• Partner closely with Employer Service Saver Service Payroll Operations/Implementations Investment Operations and other operational teams to identify content gaps and proactively develop materials that reduce confusion repeat questions and escalations.
• Work with subject matter experts and stakeholders (e.g. Product Legal/Compliance Marketing Relationship Management) to gather inputs and turn them into polished communications managing feedback loops and approvals endtoend.
• Draft and maintain FAQs talking points and call/email/chat talk tracks for frontline service teams to ensure consistent accurate messaging across channels.
• Create and update internal reference materials (knowledge base articles onepagers decision trees process overviews) to support operational readiness for new launches changes and initiatives.
• Develop communication templates and playbooks that can be reused by service teams (e.g. standard responses outreach templates campaign language) balancing consistency with flexibility.
• Manage content calendars and timelines for upcoming releases product changes and seasonal initiatives ensuring impacted service teams and clients are informed at the right time.
• Own and execute distribution operations for outbound communications including pulling and validating send lists managing whitelabel and branding requirements across partners configuring and scheduling sends in HubSpot and ensuring data integrity across systems.
• Ensure all client-facing content aligns with Vestwells brand tone and compliance standards in partnership with Marketing and Legal/Compliance while prioritizing operational accuracy and service readiness..
• Partner with operations leadership to measure the impact of content (e.g. reduction in ticket volume on a topic improved firstcontact resolution fewer escalations) and iterate based on feedback and performance.
• Maintain an organized easily searchable content library so service teams can quickly find the most current versions of communications FAQs and talk tracks.
• Uphold Vestwells commitment to excellent client experience by making information accessible accurate and easy to understand for every audience we support.

Requirements

The Necessities:

• 2-3 years of experience in retirement fintech or financial services
• 35 years of experience in a content communications enablement or knowledge management role ideally supporting service operations or customer success teams
• Demonstrated ability to translate complex concepts into clear plainlanguage content tailored to different audiences
• Strong written and verbal communication skills with meticulous attention to detail grammar and tone
• Experience partnering with crossfunctional stakeholders and driving content through structured review and approval processes (including legal/compliance where required)
• Proven ability to manage multiple projects deadlines and stakeholders simultaneously in a fastpaced environment
• Comfort working with productivity and collaboration tools including Google Docs/Sheets/Slides Slack and Zendesk or similar ticketing/knowledge base platforms
• Strong organizational skills with a demonstrated ability to maintain and govern content libraries version control and documentation standards
• Positive and proactive attitude with a team mentality and a strong commitment to superior internal and external customer service
• Experience with HubSpot

The expected base salary range for this position is $70K - $80K 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 Vestwells hybrid in-office operation.

OUR BENEFITS

Were 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.

For your awareness you will only receive correspondence from any other domain not ending not our Recruitment team.

VestwellsPrivacy Policy.Attention California residents: In the course of conducting our business and complying with federal state and local government regulations governing such matters as employment tax insurance etc. we must collect Personal Information from you. Should you accept employment with Vestwell you may view our California Privacy Rights Act here:Vestwells California Privacy Rights Policy.