About the Role:
We are seeking a dedicated 401(k) Onboarding Advocate to join our team as we expand our 401(k) automation program, which transitioned from pilot to full launch in 2024. Your role will be pivotal in helping employers seamlessly integrate their existing 401(k) plans onto the Gusto Platform. As a key team member, you will enhance the onboarding experience by guiding customers through a complex process, ensuring timely communication, and maintaining smooth operations. Your expertise will help alleviate concerns, answer questions, and provide exceptional service to all onboarded customers.
About the Team:
The 401(k) onboarding team is committed to improving the 401(k) experience for small business owners, their employees, and our 401(k) partners through innovative technology and outstanding service.
Here’s what you’ll do day-to-day:
- Guide customers through the 401(k) automation onboarding process, ensuring clear communication with 401(k) providers and serving as their advocate post-launch.
- Develop efficient processes and create resources to enhance the customer experience, identifying and resolving unexpected issues as they arise.
- Utilize Salesforce and internal applications to manage customer interactions effectively.
- Qualify interested customers to ensure they are a good fit for the 401(k) automation feature.
- Communicate expertise in 401(k) automation administration through both written and verbal channels with Gusto customers.
- Conduct onboarding calls with interested customers and 401(k) providers as needed.
- Ensure adherence to quality control protocols in a timely manner.
Here’s what we're looking for:
- 3-5 years of work experience.
- Minimum of 1 year of customer-facing experience; bonus points for familiarity with 401(k) plans, payroll, or a startup environment.
- Exceptional written and verbal communication skills.
- Ability to collaborate effectively with cross-functional teams.
- Strong time management skills and meticulous attention to detail.
- Proficient in problem-solving, navigating ambiguity, and cross-team communication.
- Self-motivated, with a passion for achieving individual metrics while working collaboratively and autonomously.
- Flexibility to manage workload during seasonal peaks.
Our cash compensation range for this role is $23.50 to $27.42/hr in Denver. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.
