Specialist, Service Communications & Enablement

Overview

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech platform redefines how people save for retirement, education, and healthcare savings needs. Vestwell enables over 350,000 businesses and nearly 1.5 million active savers, with over $30 billion in assets saved across all 50 United States. Vestwell offers products including workplace-delivered retirement plans, employer-offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities.

Vestwell's platform serves financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit

Vestwell is expanding and we’re excited about adding a Service Communications & Enablement Specialist to our Service & Operations organization, supporting all post‑sales operational and service teams. We’re looking for someone who can take complex product and operational information and make it clear, concise, and actionable for both external audiences and internal service teams. This role is accountable for the accuracy, clarity, and operational correctness of all service-led communications once a plan exits the sales cycle, ensuring that messaging reflects how the platform and service model actually operate in practice.

You’re equally comfortable writing for plan sponsors, advisors, savers, and payroll partners as you are creating internal FAQs, talk tracks, and enablement materials for front-line teams.

• Serve as a central content owner for Service & Operations, responsible for drafting clear, audience‑appropriate communications once plans are out of the sales cycle and into onboarding, implementation, and ongoing service.
• Translate complex product, operational, and regulatory updates into digestible communications for different external personas (e.g., plan sponsors, advisors, savers), ensuring tone and detail level are appropriate for each group.
• Partner closely with Employer Service, Saver Service, Payroll Operations/Implementations, Investment Operations, and other operational teams to identify content gaps and proactively develop materials that reduce confusion, repeat questions, and escalations.
• Work with subject matter experts and stakeholders (e.g., Product, Legal/Compliance, Marketing, Relationship Management) to gather inputs and turn them into polished communications, managing feedback loops and approvals end‑to‑end.
• Draft and maintain FAQs, talking points, and call/email/chat talk tracks for front‑line service teams to ensure consistent, accurate messaging across channels.
• Create and update internal reference materials (knowledge base articles, one‑pagers, decision trees, process overviews) to support operational readiness for new launches, changes, and initiatives.
• Develop communication templates and playbooks that can be reused by service teams (e.g., standard responses, outreach templates, campaign language), balancing consistency with flexibility.
• Manage content calendars and timelines for upcoming releases, product changes, and seasonal initiatives, ensuring impacted service teams and clients are informed at the right time.
• Own and execute distribution operations for outbound communications, including pulling and validating send lists, managing whitelabel and branding requirements across partners, configuring and scheduling sends in Hub Spot, and ensuring data integrity across systems.
• Ensure all client-facing content aligns with Vestwell’s brand, tone, and compliance standards, in partnership with Marketing and Legal/Compliance, while prioritizing operational accuracy and service readiness.
• Partner with operations leadership to measure the impact of content (e.g., reduction in ticket volume on a topic, improved first‑contact resolution, fewer escalations) and iterate based on feedback and performance.
• Maintain an organized, easily searchable content library so service teams can quickly find the most current versions of communications, FAQs, and talk tracks.
• Uphold Vestwell’s commitment…