Associate, Retirement Plan Services

F-Prime Capital; Austin (TX); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Company Bonus Pool

New hire equity

Health benefits

401(k) plan

Hybrid in-office operation

Job summary

Vestwell is a fintech company delivering retirement solutions to employers, advisers, and sponsors. We are seeking an Associate to support incoming employer plan administration inquiries, change orders, and cross-functional collaboration across teams.

The role focuses on navigating complex 401(k) plan questions, providing timely guidance, and maintaining high client satisfaction. This position offers a hybrid in-office setup in multiple US locations, with base salary of $60–70k and a potential

Qualifications

• College degree and/or equivalent customer service experience.
• 1–3 years of retirement industry experience preferred.
• Ability to collaborate with internal and external stakeholders.
• Strong communication, critical thinking, and organizational skills.
• Experience with internal tools like Jira, Zendesk, Asana, and Google Workspace.
• Ability to multitask and manage a high volume of inquiries.
• Nice to have: retirement certifications (e.g. QKA).

Responsibilities

• Assisting clients with complex plan issues such as eligibility, vesting, amendments, mergers & acquisitions, deconversions, year-end testing, and audits
• Effectively gathers and analyzes information while using reason and good judgment to articulate client requests through detailed scoping
• Working closely with internal plan design and plan document subject matter experts to research, assess, and complete client plan design requests
• Create processes, playbooks, and resources to streamline across processes/operations and support team expansion
• Posting interaction within our tooling to document updates to client accounts
• Conducts post mortems and identifies opportunities for improvement in processes and procedures, and works with management and products teams to implement improvements
• Ability to handle client/advisor escalations smoothly and bring in cross-functional teams as needed for quick resolutions
• Adhering to client facing and internal service level requirements
• Meeting quality control expectations through the monitoring of contact resolution
• Adhering to prioritization requirements, to meet company goals for servicing responsiveness
• Provide consulting services to sponsor and advisors as needed
• Ensuring client retention and maintenance
• Conducting appropriate and timely follow-up to ensure the highest level of employer service

Skills

Customer service

Retirement industry experience

Communication skills

Analytical thinking

Organizational skills

Team collaboration

Independent work

Education

College degree or equivalent

Tools

Jira

Zendesk

Asana

Google Workspace

Job description

Vestwell is the financial technology company powering the new savings economy. Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs.
Today, Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states.
Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com

Who Are We Looking For?

We are seeking an energetic and reliable professional to join our Retirement Plan Services Team, as an Associate. Successful candidates will be responsible for supporting incoming employer plan administration inquiries, change orders, and supporting multiple cross-functional teams across the organization. The Associate will work closely with our internal Retirement Plan Administration team subject matter experts to research, assess, and deliver timely support to employer requests.

Our Associates support many of our startup and conversion plan employers who can help navigate sponsors with the complexities of administering a 401(k) plan, so we are interested in hiring individuals with a commitment to high client satisfaction and an ability to make quick and accurate decisions. The ideal candidate is a motivated individual who can manage their block of responsibilities, confidently answer retirement plan questions, and collaborate with the team to improve workstreams.

What Will You Be Doing?

• Assisting clients with complex plan issues such as eligibility, vesting, amendments, mergers & acquisitions, deconversions, year-end testing, and audits
• Effectively gathers and analyzes information while using reason and good judgment to articulate client requests through detailed scoping.
• Working closely with internal plan design and plan document subject matter experts to research, assess, and complete client plan design requests.
• Create processes, playbooks, and resources to streamline across processes/operations and support team expansion
• Posting interaction within our tooling to document updates to client accounts
• Conducts post mortems and identifies opportunities for improvement in processes and procedures, and works with management and products teams to implement improvements
• Ability to handle client/advisor escalations smoothly and bring in cross-functional teams as needed for quick resolutions
• Adhering to client facing and internal service level requirements
• Meeting quality control expectations through the monitoring of contact resolution
• Adhering to prioritization requirements, to meet company goals for servicing responsiveness.
• Provide consulting services to sponsor and advisors as needed
• Ensuring client retention and maintenance
• Conducting appropriate and timely follow-up to ensure the highest level of employer service

Requirements

• College degree and/or equivalent customer service experience
• 1-3 years of retirement industry experience, preferred.
• You’re flexible, creative, team-oriented, results-driven, can effectively collaborate with both internal and external stakeholders.
• Strong communication, critical thinking, and organization skills.
• Proven ability to think analytically & operate independently within set deadlines
• Professional experience using and optimizing internal technical operational tools (e.g. Jira, Zendesk, Asana, Google Workspace), and helping others develop and employ best practices
• Team mentality and the ability to multitask while attending to a high volume of incoming inquiries
• Nice to have: retirement certifications (i.e. QKA)

This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in-office operation.

The expected base salary range for this position is $60K - $70K base. This position is eligible to participate in the Company Bonus Pool and is eligible to receive new hire equity in the Company. Please note that salary bands are based on NY and other similar metro areas and may differ based on where the role is ultimately hired.

Employee Benefits

We’re an innovative, high-growth company with an exciting future ahead. At Vestwell, we prioritize employee wellbeing through comprehensive health benefits, generous time off, and a dedicated Employee Wellbeing Committee. Our hybrid work model offers flexibility while providing access to our collaborative offices in Midtown Manhattan, Austin, King of Prussia, and Scottsdale. And, of course, as a company focused on helping people save for the future, we offer a competitive 401(k) plan.

Interview Process

Our interview process starts the same for every candidate with 1-2 introductory conversations to learn more about your background, interests, and what you're looking for, while also giving you the opportunity to learn more about Vestwell and the team. From there, the process varies by role but typically includes a skills or experience-based assessment, such as a coding interview, portfolio review, or deeper discussion of your relevant experience. Successful candidates then move on to a virtual or in-person interview panel. Before extending an offer, we complete a reference check with a current or former manager and a peer. Throughout the process, we prioritize transparency, clear communication, and minimizing surprises.

For your awareness you will only receive correspondence from [e-mail] any other domain not ending in vestwell.com is not our Recruitment team.

Vestwell’s Privacy Policy. Attention California residents: In the course of conducting our business and complying with federal, state, and local government regulations governing such matters as employment, tax, insurance, etc., we must collect Personal Information from you. Should you accept employment with Vestwell you may view our California Privacy Rights Act here: Vestwell’s California Privacy Rights Policy.