# Senior Associate, Financial Services

**Company:** [Vestwell](https://hotfix.jobs/companies/vestwell)
**Location:** New York, NY, Austin, TX, King of Prussia, PA, Scottsdale, AZ
**Role:** Customer Success
**Salary:** $60k – $70k/yr
**Experience:** 2+ years
**Skills:** Financial Services, retirement industry, Excel, Google Sheets, word, google docs, adobe acrobat, customer service, Problem Solving, series 6, series 7, series 63, series 65, series 66
**Posted:** 2026-07-18

> Serve as the primary point of contact for plan sponsors and advisors in Vestwell's retirement savings platform. Handle high-volume inbound calls/emails, resolve client issues through cross-functional collaboration, manage expectations, and share insights with product teams. Requires 2+ years in financial services customer support.

## Job Description

## What Will You Be Doing?
- Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues.
- Help manage client expectations to avoid any disconnects with process and timing standards.
- Collaborate across all internal teams in order to resolve any client issues and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction.
- Identify and resolve one-touch tickets at point of initial contact by utilizing available online tools.
- Provide detailed, accurate and timely responses to client email inquiries.
- Share data-driven insights with our product teams to improve our platform and planning roadmap.
- Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues.
- Being the friendly, knowledgeable first point of contact for a high volume of inbound client phone calls.
- Conducting appropriate and timely follow up to ensure the highest level of service.
- Communicating in a relatable, humanized way to promote trust and allegiance.
- Creating tickets and providing follow-up as required.
- Adhering to client-facing and internal Service Level requirements.
- Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed.
- Posting interaction within our tooling to document updates to client accounts.
- Host or moderate webinars, walking sponsors through the registration and the portal, and answering questions.

## Requirements
**The Necessities:**
- Minimum of 2 years working within a Services roles in the Retirement or Financial Services industry
- Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
- Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications
- Strong critical thinking and problem-solving skills
- Commitment to superior customer service
- Curiosity and a desire to learn
- 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

**The Extras:**
- Retirement industry experience
- Series 6, 7, 63, 65, 66
- QKS, QKA, QKC

## Similar roles

- [Senior Associate, Employer Services](https://hotfix.jobs/jobs/4b435a0f-3829-47ba-9c24-94a9447ee9a9) - Vestwell - New York, NY - $60k – $75k/yr
- [Quality Insights Lead](https://hotfix.jobs/jobs/c58cfd44-7d4d-4546-b2af-287b0939544c) - Axion - Remote - $60k – $100k/yr
- [Court Reporter Onboarding Senior Associate](https://hotfix.jobs/jobs/a1fcb512-5fa1-45d2-86e6-f13762f42c0c) - Steno - Remote - $58k – $69k/yr
- [Senior Billing Success Manager (B2B SaaS)](https://hotfix.jobs/jobs/6a06c256-50d7-4fd9-bfff-7e365b2bc909) - Prompt Health - Remote - $70k – $110k/yr
- [Senior Client Success Field Partner](https://hotfix.jobs/jobs/fc27d546-e202-4608-9bbf-dd1d93ea7cc1) - SpotOn - O'ahu, HI - $70k – $88k/yr

**Apply:** https://hotfix.jobs/jobs/0e689d67-054a-4e55-a7d7-c0e32916ec8d
**Canonical:** https://hotfix.jobs/jobs/0e689d67-054a-4e55-a7d7-c0e32916ec8d