Senior Associate, Platform Support for Strategic Accounts

Who Are We Looking For?

Vestwell is seeking a Senior Associate, Platform Support for Strategic Accounts to support clients who service retirement plans remotely while leveraging Vestwell's 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 environment. In 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 Vestwell's 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 teams-including Operations, Product, Engineering, and Compliance-to 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

• Bachelor's degree or equivalent professional experience
• 2-4 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

Additional information

This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation.

Pay and benefits

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.

Full-Time Employee Benefits

• We're an innovative, high-growth company with an exciting future ahead.
• At Vestwell, we prioritize employee wellbeing through comprehensive health benefits, generous time off, and a dedicated Employee Wellbeing Committee.
• Our hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale.
• And, of course, as a company focused on helping people save for the future, we offer a competitive 401(k) plan.

Interview Process

Our interview process starts the same for every candidate with 1-2 introductory conversations to learn more about your background, interests, and what you're looking for, while also giving you the opportunity to learn more about Vestwell and the team.

From there, the process varies by role but typically includes a skills or experience-based assessment, such as a coding interview, portfolio review, or deeper discussion of your relevant experience. Successful candidates then move on to a virtual or in-person interview panel. Before extending an offer, we complete a reference check with a current or former manager and a peer.

• Throughout the process, we prioritize transparency, clear communication, and minimizing surprises.
• For your awareness you will only receive correspondence from any other domain not ending in vestwell.com is not our Recruitment team.

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