About the Role:
The Conversion Specialist manages the onboarding experience for 401(k) plans transferring an existing plan to the Gusto 401k platform. This role oversees the full conversion lifecycle — from initial handoff through asset transfer, data reconciliation, and first contribution — ensuring accurate recordkeeping and a smooth transition for plan sponsors and administrators. The ideal candidate brings a strong understanding of retirement plan mechanics, meticulous attention to detail, and the confidence to guide employers through a complex, multi-step process. They work exclusively with plan sponsors and administrators and partner closely with Legal, Sales, and Operations to keep conversions on track and compliant.
About the Team:
The Conversion Onboarding team handles one of the most operationally complex moments in a client's journey: moving an existing retirement plan to a new provider. We combine operational rigor with a client-first approach, ensuring sponsors and administrators feel supported and informed at every step — and that assets are transferred accurately and on time.
Here’s what you’ll do day-to-day:
- Manage a dedicated book of business of 401(k) plan conversions from signing through completed asset transfer and first contribution
- Work with plan sponsors and administrators to gather required documentation and ensure accurate data is submitted to support a smooth asset transfer and recordkeeping transition
- Serve as the primary point of contact for plan sponsors and administrators via email, phone, and video — including inbound scheduling through Calendly
- Guide employers through pre-ready task dashboards, proactively preventing stalls and keeping plans on track for their plan start date
- Monitor and drive performance against key benchmarks including time to activation, time to ready, CSAT, and average response time
- Partner closely with Operations and cross-functional teams including Sales and Legal to support asset transfers, client expectations, and complex plan changes
- Use AI tools to streamline workflows, improve client communications, and increase efficiency across your book of business
Here’s what we're looking for:
- 2+ years of total work experience with 1+ years in client-facing implementation, technical account management, or retirement plan administration; startup and/or financial services experience a plus
- Proven ability to manage a large, active book of business involving complex, multi-step processes simultaneously
- Deep knowledge in one or more of the following: SaaS, Operations, or Finance; retirement plan experience strongly preferred
- Strong analytical skills and meticulous attention to detail, particularly around data accuracy and reconciliation
- Proficiency with Salesforce and comfort working across case management and collaboration tools in a fast-paced environment
- Strong communication skills across email, phone, and video with a client-first mindset
- RPS or CRPS designation a plus, or active pursuit of either; familiarity with ERISA requirements, payroll systems, bundled vs. unbundled providers, or Safe Harbor compliance is a plus.
Our cash compensation range for this role is $53,750.00/year to 64,500.00/year in Denver and Atlanta. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.
