401(k) Onboarding Advocate

We are seeking a dedicated 401(k) Onboarding Advocate to join our team as we expand our 401(k) automation program.

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.

Here's what you'll do day-to-day:

• Drive consultative outreach to keep customer onboarding on track: Guide customers through the 401(k) automation onboarding process, ensuring clear communication with 401(k) providers and serving as their advocate post-launch.
• Be a real partner to your customers. You're not afraid to pick up the phone, and whether it's a call, an email, or a screen share, you're accessible, responsive, and clear.
• Project management: As the owner of the onboarding journey, you anticipate roadblocks and work with relevant partners, both internal and external, to ensure a smooth and accurate integration of our customer's 401(k).
• Eligibility & Compliance: Qualify interested customers to ensure they are a good fit for the 401(k) automation feature.
• End to end process: You own the entire onboarding journey: confirm plan eligibility and requirements, gather the necessary provider and plan details, build and test the plan in Pay(k)onnect, and confirm accuracy before go-live , all while keeping customers informed and engaged every step of the way.

We're looking for:

• Professional Experience: at least 3 years of professional work experience, ideally within the retirement, payroll or financial services industry, or a fast-paced startup environment.
• Curious about technology. AI tools and automation are part of how this team works.
• Data-Driven Mindset: Proven success in metrics-based roles where data accuracy and hitting KPIs are central to customer success.
• Account management: Strong background in high-volume book of business under tight deadlines and seasonal peaks.
• Communication & Collaboration: Excellent customer communication skills with experience managing professional interactions with external company partners (401(k) providers) as well as customers.
• Adaptability: A skilled problem-solver who is comfortable navigating ambiguity and can pivot quickly in a dynamic operational setting.
• Self-Directed Execution: Highly self-motivated and capable of working both autonomously and collaboratively to meet individual and team goals.

Our cash compensation range for this role is $23.50 - 26.44 / hour in Denver.

Gusto has physical office spaces in Denver, San Francisco, and New York City.