Retirement Onboarding Coordinator
Core
Support new clients as they begin their journey with Gusto 401(k) by providing guidance, clear communication, and education to help small businesses set up their plans.
Role type
Customer Onboarding Coordinator (B2B SaaS)
Builds
A consistent and supportive onboarding experience for every client of Gusto 401(k)
Domain
Employee Benefits / HR Tech / Financial Services
Deliverable
product features
Required skills
Customer service via phone and email, B2B SaaS experience, Payroll/Employee Benefits/HR Tech knowledge, Salesforce/Zendesk/Intercom/Freshdesk proficiency, Cross-functional collaboration, Problem-solving, Adaptability, Clear communication, Curiosity about financial services
Preferred skills
Bachelor's degree, Experience in Payroll, Employee Benefits, or HR Tech
Technologies
Talkdesk, Salesforce, Slack, Google Suite, Confluence, Jira, Zendesk, Intercom, Freshdesk
Responsibilities
Deliver exceptional service via phone and email to assist with the onboarding process, Monitor onboarding progress and proactively follow up with clients, Walk clients through plan setup and using the Gusto 401(k) platform, Help clients understand key 401(k) concepts and regulatory requirements, Spot and escalate potential compliance or setup issues, Partner with internal teams to ensure a seamless client experience, Share client feedback to support ongoing process and product improvements, Manage multiple platforms simultaneously while handling sensitive information
Seniority
Mid-level, hands-on IC