Coordinator, Saver Services

Responsibilities

• Respond to inbound inquiries via email, chat, and phone.
• Support individuals saving in 401(k), 403(b), IRA, 529, ESA, and other workplace savings plans.
• Provide complete and accurate responses with empathy and understanding.
• Handle concerns, troubleshoot problems, and provide solutions.
• Review plan documents and process distribution requests.
• Gather and analyze information, using reason and judgment to solve client problems.
• Research with internal teams to resolve inquiries and respond within promised deadlines.
• Evaluate products and processes for improvement.
• Provide feedback to the product team about client interactions with the platform.
• Meet quality assurance, quality control, KPI, prioritization, and service-level requirements.
• Create tickets and provide follow-up as required.
• Serve as a friendly, knowledgeable first point of contact for inbound inquiries.
• Support client retention and maintenance.

Requirements

• College degree preferred.
• Customer service experience preferred.
• Financial services experience preferred.
• Strong verbal, written, follow-up, and organizational skills.
• Comfort handling inbound and outbound calls from individuals using workplace and education savings plans.
• PC literacy.
• Team mentality and the ability to multitask while handling a high volume of inquiries.
• Flexibility and adaptability as responsibilities and assignments change.

Nice to Have

• Experience with Zendesk.
• Experience with Jira.

Compensation and Benefits

• Expected base salary: $50,000–$55,000.
• Eligible to participate in the Company Bonus Pool.
• Eligible to receive new-hire equity.
• Comprehensive health benefits.
• Generous paid time off.
• Employee wellbeing programs.
• Hybrid work model.
• Competitive 401(k) plan.