Retirement Onboarding Coordinator
You will support new Gusto 401(k) clients during onboarding, provide guidance through phone and email, monitor progress, explain plan concepts and requirements, identify setup issues, collaborate with internal teams, and share feedback for process improvements.
Responsibilities
- Deliver onboarding service through phone and email
- Monitor onboarding progress
- Follow up with clients
- Guide platform adoption and plan setup
- Explain 401(k) concepts and regulatory requirements
- Identify and escalate compliance or setup issues
- Collaborate with internal teams
- Share client feedback for improvements
- Manage multiple platforms while handling sensitive information
Requirements
- 2+ years of customer service or contact center experience
- 2+ years delivering customer experiences via phone and email
- Customer onboarding experience
- Financial services knowledge
- Experience with CX platforms
- Salesforce, Zendesk, Intercom, or Freshdesk experience
- Problem-solving skills
- Communication skills
- Multitasking
- Adaptability
- Customer feedback analysis
Benefits
- Equity (RSUs)