Retirement Plan Support Specialist

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 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