Retirement Implementation Specialist

As a core member of the Retirement Implementation team, you’ll be responsible for setting up customers with their new 401(k) retirement plan while providing a delightful experience. You’ll guide them through the process, provide timely information, and keep all the moving parts running smoothly. You will use your project-management skills to streamline plan administration, drive operations, and build the retirement engine. The Customer Care team creates a seamless and supportive experience for small business owners and their employees for the new retirement product, maintaining a high NPS score.

Must Have

• Serve as a subject matter expert on 401(k) plan administration topics.
• Provide professional and empathetic customer service to B2B clients and their employees via phone and email.
• Own customers' inquiries from start to finish, keeping the customer updated.
• Be prepared to flex onto email and/or chat channels based on business needs.
• Achieve and maintain benchmarks for call volume, solved cases, and customer satisfaction score (CSAT).
• Act as the first line of defense for customer technical issues and troubleshooting within our product.
• Collaborate with cross-functional stakeholders like Product, Engineering, and Sales.
• Navigate multiple product tools (Salesforce, Slack, Google Suite, and Jira).
• Identify trends and share valuable insights with Product and Engineering teams.
• 2-4 years of experience in a customer-facing role requiring complex problem-solving.
• Experience preferably within a regulated industry like FinTech, insurance, or financial services.
• High-volume phone experience is required.
• Comfortable working with multiple technologies in a digital-first environment.
• Exemplary phone, listening, and writing skills.
• Adept at explaining technical concepts to a wide range of audiences.

Good to Have

• Highly driven individual with a focus on execution and a strong sense of urgency.
• Willingness to go the extra mile.
• Consummate teammate who works well with others and values contributions.
• Proactive problem solver with strong critical thinking skills.
• Thrives in fast-paced, ever-changing work environments.
• Uses resources before escalating and knows when to ask for help.

Perks & Benefits

• Health insurance
• 401(k)s
• Expert HR
• Team management tools
• Collaborative and inclusive workplace

About the Role:

As a core member of the Retirement Implementation team, you’ll be responsible for setting up customers with their new 401(k) retirement plan while providing a delightful experience. You’ll put their minds at ease by guiding them through the process, providing timely information, and keeping all the moving parts running smoothly. You will use your project-management skills to streamline plan administration, drive operations, and build the retirement engine that will make benefits with Gusto great.

About the Team:

Our Customer Care team is the linchpin of our world-class customer experience. For our new retirement product, this team will be responsible for creating a seamless and supportive experience for both small business owners and their employees. With their passion, insight, and customer advocacy, this team helps us maintain a high NPS score while serving tens of thousands of businesses. We are seeking support experts who thrive in a fast-paced, solutions-based call center environment.

Here’s what you’ll do day-to-day:

• Serve as a subject matter expert on 401(k) plan administration topics, including contributions, distributions, loans, compliance, and eligibility for both Plan Sponsors and Participants.
• Provide professional and empathetic customer service to B2B clients and their employees via phone and email.
• Own customers' inquiries from start to finish, keeping the customer updated at all times during the resolution process.
• While you can expect to primarily be on our live inbound phone channel, be prepared to flex onto our email and/or chat channels based on business needs.
• Achieve and maintain benchmarks for call volume, solved cases, and other department-wide metrics such as customer satisfaction score (CSAT).
• Act as the first line of defense for customer technical issues and troubleshooting within our product.
• Collaborate with cross-functional stakeholders like Product, Engineering, and Sales to problem-solve and provide optimal solutions.
• Navigate multiple product tools (like Salesforce, Slack, Google Suite, and Jira) to ensure organized and accurate handling of sensitive information.
• Identify trends and share valuable insights with Product and Engineering teams to enhance our product suite.

Here’s what we're looking for:

• Experience: You have 2-4 years of experience in a customer-facing role requiring complex problem-solving, preferably within a regulated industry like FinTech, insurance, or financial services. High-volume phone experience is required.
• Technical Ability: You feel comfortable working with multiple technologies in a digital-first environment, using tools such as Salesforce, Slack, and Confluence.
• A Go-Getter: A highly driven individual with a focus on execution, a strong sense of urgency, and a willingness to go the extra mile.
• Collaborative: You are a consummate teammate who works well with others, values contributions, and is a key player in team wins.
• Accountable: A proactive problem solver with strong critical thinking skills who takes pride in seeing customer interactions through from start to finish.
• Resilient: You thrive in fast-paced, ever-changing work environments, use resources before escalating, and know when to ask for help.
• Strong Communicator: You have exemplary phone, listening, and writing skills and are adept at explaining technical concepts to a wide range of audiences.