Dedicated Retirement Partner

About Gusto

At Gusto were on a mission to grow the small business economy. We handle the hard stufflike payroll health insurance 401(k)s and HRso owners can focus on their craft and customers. With teams in Denver San Francisco and New York were proud to support more than 400000 small businesses across the country and were building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

About the Role:

As a Dedicated Retirement Partner you will be the primary point of contact for our clients responsible for fully resolving and project managing complex issues via phone email and Google Meet. You will serve as a strategic partner providing a holistic and consultative approach to help clients optimize their retirement plan. Your mission is to empower our clients by proactively educating them on their plans health fiduciary responsibilities and the tools available to drive employee engagement and retirement readiness. You will build deep client loyalty and act as the driver for full resolution of all plan-related matters. This is a perfect opportunity for someone with strong customer service experience who loves to build relationships and will identify ways to retain customers at Gusto.

About the Team:

Our team plays a crucial role in helping small businesses navigate the often complex world of retirement benefits. As a Dedicated Retirement Partner you will be the go-to expert for employers after theyve onboarded guiding them through complex issues and ensuring they get the most value from our product. This team is responsible for customer retention and loyalty acting as a natural client advocate to provide a world-class service experience.

Heres what youll do day-to-day:

• Act as the primary point of contact for our clients managing inbound inquiries via email and phone and addressing all service-related questions.
• Provide a consultative proactive and holistic client experience.
• Consult on and project-manage complex plan events including annual non-discrimination testing (NDT) Form 5500 filings plan audits and profit-sharing calculations ensuring clients remain compliant and informed.
• Manage 401(k) plan design changes and upgrades for clients while identifying downstream impacts.
• Drive product adoption by demonstrating how new features and plan design options can help clients achieve their goals such as maximizing owner contributions or improving employee participation rates.
• Identify customers who are at-risk and create customized solutions to retain their business.
• Advocate for client product features by providing user feedback to our product and engineering teams.
• Collaborate cross-functionally with sales engineering and operations to troubleshoot and help clients.

Heres what were looking for:

• Experience: 3 years of experience in customer service relationship management account management or FinTech. You must have 401(k) knowledge and experience. At least 1 year of experience in customer retention or loyalty is also required.
• Customer-First & Proactive: You are a proactive problem-solver who goes beyond relationship management and has a passion for customer success.
• Tech-Savvy: Experience with customer support platforms and CRMs (Salesforce preferred) is required. You have the ability to pick up new technologies and assess situations quickly.
• Clear Communicator: You possess demonstrated strong verbal and written communication skills with exemplary phone listening and writing abilities.
• Adaptive & Detail-Oriented: Flexible and able to constantly adapt to new conditions in a fast-moving environment.
• Strategic & Analytical: You have creative and analytical problem-solving skills with a strong sense of strategic initiative.
• Professional: Enthusiastic and high energy but also poised confident and extremely professional.
• A bachelors degree is preferred or equivalent field-related experience. Industry certifications such as the Chartered Retirement Plans Specialist (CRPS) or Qualified 401(k) Administrator (QKA) are highly desirable and supported.

Our cash compensation amount for this role is $23.50/hour to $30.77/hour for Denver Portland & most major metro locations and $21.80/hour to $28.85/hour for Phoenix. Final offer amounts are determined by multiple factors including candidate location experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver San Francisco and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles Gustos subsidiary whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office a secure reliable and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because its the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race color religion national origin age sex (including pregnancy childbirth or related medical conditions) marital status ancestry physical or mental disability genetic information veteran status gender identity or expression sexual orientation or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories consistent with applicable federal state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey please fill out this form and a member of our team will get in touch with you.

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Personal information collected and processed as part of your Gusto application will be subject toGustos Applicant Privacy Notice.