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Jobs at Portfolio Companies

Companies in the Duke Capital Partners portfolio are looking for talented, ambitious people to join their teams.
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Senior Client Service Manager - Retirement Plan Administration

Vestwell

Vestwell

Customer Service
Remote
Posted on Saturday, April 27, 2024

WHO ARE WE?

There are over 30M small businesses in the United States, but only a tiny fraction of them have a workplace savings program in place. As the savings gap in the country widens, it’s imperative that every worker has access to and participates in their company’s savings program, such as a 401(k) or 403(b). We believe that American workers should have easy access to an inexpensive, flexible, and intuitive solution to save for a brighter future.

Unfortunately, prior to Vestwell, small businesses have been neglected and underserved, with expensive, inflexible, poorly designed offerings built on old, mainframe software. Vestwell is changing that, starting with rebuilding the core infrastructure for the modern era.

Vestwell’s north star is to be the engine behind a $30T industry, powering all payroll-deducted workplace savings programs for small-to-midsize businesses, such as 401(k), 403(b), IRA, emergency savings accounts (ESA), health savings accounts (HSA), 529 college savings, and alike.

Vestwell’s focus is to build the most flexible, powerful workplace savings and investment platform, delivered through the hands and minds of their financial services partners with the help of payroll provider partners. The team at Vestwell makes the hard stuff look easy, by combining the expertise of financial advice with the sophistication of a technology provider.

As a result, workplace providers are able to bestow the advice and solution employers and employees have been asking for, while growing and scaling along the way. Employers get a cost-effective solution designed for their needs without all the headaches, and employees get a user-friendly portal that helps them achieve their long-term saving goals.

WHY VESTWELL?

With backing from leading FinTech investors, as well as a growing team of dedicated professionals of strong industry pedigree, Vestwell is at the forefront of a much-needed change in a 40-year old industry. Our team believes in the mission we’ve set out to achieve and we are working hard to get there. We’re ambitious, honest, thoughtful, and fun.

Who are we looking for?

We are seeking an energetic and reliable professional to join our Employer Consulting Services team as a Senior Manager. Successful candidates will be responsible for managing a of Account Managers and Associates who work directly with our Plan Sponsors through providing 401k plan support across the following areas such as amendments, mergers & acquisitions, terminations & deconversions, year-end testing, and audits.

As a Senior Employer Consulting Services Manager at Vestwell, you are a dynamic individual who will work cross-functionally across teams to communicate and facilitate resolutions. The ideal candidate will be a self-starter, excels in setting and reporting on team and individual metrics, ongoing coaching and development, finding areas of opportunity with product teams to make processes more efficient, aligning the team to company OKRs, and setting strategies for the team.

What will you be doing?

Day-to-day you will be expected to:

  • Partner with your team and cross-functionally with the ERISA, Plan Design, Retirement Plan Administration, and Plan Conversion subject matter experts to manage sponsors change order initiatives and ensure their servicing needs are being met
  • Share data-driven insights with our product teams to improve our platform and planning roadmap
  • Lead and/or attend scheduled client conference calls to provide plan status and updates on remediation of any client issues
  • Conduct appropriate and timely follow up to ensure the highest level of service
  • Handle complaints and escalations, troubleshoot problems, and provide solutions from clients and associates within your team
  • Effectively gather and analyze information while using reason, critical thinking, and good judgment to solve client problems
  • Research with multiple Vestwell teams, as needed, to resolve inbound inquiries and respond to clients within promised deadlines
  • Manage all client and advisor escalations and compliance issues via phone calls, written communication, and meetings, owning escalations through to resolution
  • Provide complete/accurate responses issued with empathy, clear direction, and understanding
  • Conduct 1:1 meetings with Account Managers on your team and coaching in identified areas of opportunity for improvement
  • Set metrics and benchmarks for the team and report to leadership on them
  • Ability to deescalate issues with high-profile clients

Requirements

The Necessities

  • 8+ years of retirement industry client service leadership experience
  • Experience working in a start-up or high-paced environment
  • You’re flexible, adaptable, creative, team-oriented, results-driven, and can effectively collaborate with both internal and external stakeholders.
  • Team mentality and the ability to multitask while attending to a high volume of incoming inquiries.
  • Develop and maintain a strong business partnership with plan sponsors and advisors
  • Strong time management skills to ensure the timeliness of all proactive and reactive communications.
  • 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
  • Organizational skills while working off multiple platforms

The Extras

  • Fintech or Retirement industry experience
  • Series 6, 7, 63, 65, 66
  • QKA, QKC
  • Previous experience in Banking, Financial Services, Payroll, Employee Benefits
  • Experience managing a team of client-facing account managers.

The expected base salary range for this position is $89k-$107k. 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

We’re a growth stage startup 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 an open vacation policy. We have adopted a remote-hybrid office policy, but all employees are welcome at our bright, comfortable office with many workspace options in midtown Manhattan so everyone has a setting that is the most productive for them. We provide our team with all the equipment they need (plus a few perks!) to work effectively remotely. 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 recruiting@vestwell.com any other domain not ending in Vestwell.com is not our Recruitment team.

Vestwell’s Privacy 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: Vestwell’s California Privacy Rights Policy.