Senior Associate, Platform Support Strategic Accounts

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 seeking a Senior Associate Platform Support Strategic Accounts to support clients who service retirement plans remotely while leveraging Vestwells platform. This role serves as a Level 2 escalation point for complex servicing issues that cannot be resolved by the servicing teams that resolve Level 1 issues within the operation of our strategic partners that choose this model of service delivery.

The ideal candidate is a collaborative problem solver who thrives in a fast-paced cross-functional this role you will partner closely with both client servicing teams operations and Vestwell internal groups to investigate escalated issues coordinate solutions and ensure timely and accurate resolution.

Successful candidates will demonstrate strong operational knowledge of retirement plan servicing excellent communication skills and the ability to manage multiple complex issues simultaneously while maintaining a high standard of client service.

What Will You Be Doing

As a Senior Associate Platform Support for Strategic Accounts you will act as a partner to remote clients servicing 401(k) plans on Vestwells platform ensuring escalated issues are addressed efficiently and effectively.

Your Responsibilities Will Include:

Escalation Management
Serve as the primary point of contact for Level 2 service escalations originating from client servicing teams when issues cannot be resolved within their internal operations.

Issue Ownership & Resolution
Take ownership of escalated items from intake through resolution ensuring issues are investigated thoroughly and completed accurately.

Cross-Functional Collaboration
Work closely with internal teamsincluding Operations Product Engineering and Complianceto investigate issues coordinate solutions and ensure timely resolution.

Client Partnership
Act as a trusted operational partner to client servicing teams providing guidance on complex platform functionality and servicing workflows.

Communication & Transparency
Provide clear timely updates to clients and internal stakeholders regarding issue status next steps and resolution timelines.

Process Improvement
Identify trends or recurring issues and collaborate with internal teams to improve processes workflows and platform functionality.


Documentation & Case Tracking
Create define and maintain accurate documentation of escalations communications playbooks processes and resolutions within internal systems to ensure transparency and operational continuity.

Service Level Management
Monitor manage and report on escalated items to ensure they meet internal service standards and client expectations.

Requirements

The Necessities

• Bachelors degree or equivalent professional experience
• 24 years of retirement industry experience preferred
• Experience supporting retirement plan servicing or administration platforms
• Ability to manage complex issues and coordinate across multiple teams
• Strong organizational and time-management skills
• Excellent written and verbal communication skills
• 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
• Self-starter mentality you are someone who will dive into whatever challenge is placed in front of you and find creative ways to solve problems.

The Extras

• Proficiency with Excel or Google Sheets
• Proficiency with Word or Google Docs
• Experience with Adobe Acrobat
• Ability to navigate network directories and internal documentation systems in a paperless environment
• Strong attention to detail and accuracy particularly when working with operational data and plan information

This role will be based in either the New York City Austin or King of Prussia office and will be part of Vestwells hybrid in-office operation.

The expected base salary range for this position is $70K - $85K 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.

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.