Employer Services Coordinator

As an Employer Services Coordinator at Vestwell, your primary responsibility will be to serve as the first point of contact for our Plan Sponsors, addressing their inquiries and ensuring they receive top-tier service. This role includes assisting with a book of business, managing client expectations, collaborating with internal teams to resolve issues, and conducting follow-ups to promote client satisfaction.

To be a successful Employer Services Coordinator at Vestwell, you'll need strong time management and organizational skills to handle a high volume of inquiries effectively. Proficiency in Excel and Google Suite is required, along with excellent attention to detail. A team-oriented mindset, positive attitude, and commitment to customer service are essential for this role.

Daily tasks for an Employer Services Coordinator at Vestwell include handling incoming calls and emails from clients, managing client accounts, facilitating resolution of client issues, providing status updates during conference calls, and sharing data insights with product teams. You’ll be actively working across teams, ensuring client satisfaction at every touchpoint.

The expected salary range for an Employer Services Coordinator at Vestwell is between $50,000 and $55,000. In addition, we offer a competitive benefits package, healthy work-life balance, and opportunities for professional growth within our dynamic team.

Success for an Employer Services Coordinator at Vestwell is defined by your ability to provide outstanding customer service, resolve client issues efficiently, and foster positive relationships with Plan Sponsors. Your proactive communication and problem-solving skills will be essential to ensuring a seamless experience for our clients.

When answering this question, use the STAR method (Situation, Task, Action, Result) to outline a specific example. Highlight your proactive communication, problem-solving approach, and any positive feedback from the client to demonstrate your ability to thrive in challenging situations.

Discuss your techniques for prioritizing tasks, such as using tools to track and categorize inquiries based on urgency. Explain how you maintain excellent organization to ensure clients receive timely responses and your strategies for shifting priorities as needed.

Emphasize the importance of customer service and communication skills. Discuss how your ability to relate to clients, build trust, and encourage open dialogue contributes to positive experiences and successful outcomes in this role.

Explain your approach to empathetically listening to the client’s concerns and the importance of acknowledging their feelings. Discuss how you would work actively to resolve the issue and ensure their satisfaction, citing specific examples if applicable.

Mention specific tools that are relevant to the role, such as CRM systems, Microsoft Excel, and Google Suite. Discuss how these tools can improve efficiency, enhance communication with clients, and aid in data tracking and reporting.

Talk about your commitment to ongoing learning through professional development, industry conferences, and networking. Share specific resources or networks you utilize to stay informed about changes that could impact your role as an Employer Services Coordinator.

Detail a specific experience where teamwork led to success. Use the STAR method to explain your role, the team dynamics, and the outcomes achieved through collaboration, which showcases your ability to work effectively as part of a team.

Discuss your strong communication skills, empathetic listening, and problem-solving abilities. Provide evidence of previous customer service experiences that demonstrate your proficiency in these areas and how they would benefit Vestwell.

Share a specific instance where you analyzed data to identify trends or areas for improvement. Explain how you communicated these insights to your team or management and the resulting actions taken to enhance client service.

Reflect on your personal values and the satisfaction that comes from helping others. Discuss how your past experiences and values drive you to go above and beyond for clients and how this aligns with Vestwell’s mission.