Team Lead, Vestwell Operations Center

Who Are We Looking For?

Vestwell is expanding and we’re excited about adding a Team Lead to our client-facing team who is passionate about our mission to change the state savings / retirement FinTech space. Ideally, you have spent 3-5 years working with savers, advisors, sponsors, recordkeepers and/or TPAs providing some aspect of Operational Servicing while managing the day to day needs of the operation associates.

What Will You Be Doing?

A key component of Vestwell’s mission to empower retirement savings is to make the process of setting up and running an account easy and painless for an employer and saver. As a Team Lead, you will play a key role in understanding the customer's goals and how those translate into an effective service and support model. Your goal will be to work closely with Savers and our State Sponsors to provide the best possible service experience when interacting with Vestwell.

Day-to-Day, You May Also Be Expected To:

• 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.

Requirements

The Necessities:

• 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.

The Extras:

• Knowledge of one or more recordkeeping systems 
• Knowledge of Achieving a Better Life Experience (“ABLE”)
• Knowledge of 529 College Programs
• Knowledge of Individual Retirement Accounts (“IRAs”)

Work Location - This role will be based in our King of Prussia office, and will be part of Vestwell's hybrid in-office operations.

The expected salary range for this position is $80K - $95K. Please note that the final offer will be determined based on experience.