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

This role will be based in either the New York City Austin King of Prussia or Phoenix office and will be part of Vestwell's 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.

What We Do

Vestwell is a financial technology company that makes it easier for more individuals to save for life’s most important moments—from retirement to education and healthcare. Founded in 2016 Vestwell’s platform removes traditional barriers to saving making it accessible efficient and approachable for everyone. Vestwell provides a comprehensive suite of workplace savings solutions including retirement plans student loan repayment benefits and specialized accounts for education emergencies and disability savings. Trusted by financial advisors employers payroll providers financial institutions and government agencies Vestwell empowers nearly 1.5 million savers across over 350000 businesses nationwide with over $35 billion in assets saved across all 50 states. With a commitment to closing the savings gap and fostering a secure financial future for all Vestwell provides an elevated and accessible savings technology everyone deserves. Recognized among CNBC’s World’s Top Fintech Companies the Inc. 5000 list of fastest-growing companies Forbes America’s Best Startup Employers WealthManagement.com’s Retirement Plan Advisor Support Award Built In’s Best Places to Work and PLANSPONSOR’s Top 10 Recordkeepers Vestwell continues to set the standard for innovation and impact in the savings industry.

Why Work With Us

Vestwell is powered by a team of passionate problem-solvers building the future of accessible savings. Supported by top fintech investors we’re tackling a complex challenge with collaboration innovation and purpose at every step.

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