Senior Associate, Retirement Plan Services

VestweII; Town of Tonawanda (NY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Generous time off

Employee Wellbeing Committee

Hybrid work model

401(k) plan

Job summary

Vestwell, a New York–based fintech, is seeking a Senior Associate, Retirement Plan Services, to support employer plan administration inquiries and cross-functional collaboration. You will work with subject-matter experts to research, assess, and deliver timely guidance to plan sponsors, advisors, and internal teams.

This role emphasizes independent judgment, regulatory awareness, and scalable process improvements, with a hybrid in-office setup across multiple U.S.

Qualifications

• College degree or equivalent customer service experience.
• 2-4 years of retirement industry experience preferred.
• Experience in project management.
• Ability to collaborate with internal and external stakeholders.
• Strong communication, critical thinking, and organizational skills.
• Experience using internal tools (Jira, Zendesk, Asana, Google Workspace).
• Nice to have: retirement certifications (e.g. QKA).

Responsibilities

• Provide consultative guidance and operational oversight to clients, advisors, and internal stakeholders.
• Evaluate complex plan matters with independent judgment and discretion.
• Partner cross-functionally to ensure high-quality service delivery and retention.
• Manage and resolve escalations by coordinating cross-functional resources.
• Identify risks and design process improvements.
• Create and document processes, playbooks, and resources.
• Monitor outcomes and support continuous improvement initiatives.

Skills

Strong communication

Project management

Collaboration

Jira

Zendesk

Asana

Google Workspace

Team orientation

Education

College degree

Tools

Jira

Zendesk

Asana

Google Workspace

Job description

Vestwell is the financial technology company powering the new savings economy. The New York City-based fintech platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 790,000 businesses and more than 2.75 million active savers, with over $57 billion in assets saved across all 50 United States. Vestwell offers a range of products, including workplace-delivered retirement plans, employer-offered student loan repayment benefits, and various savings accounts for education, emergencies, and individuals with disabilities. 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 a Senior 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 Senior Associate will work closely with our internal Retirement Plan Administration team subject matter experts to research, assess, and deliver timely support to employer requests.

What Will You Be Doing?

As a Senior Associate, Retirement Plan Services, you will apply advanced knowledge of retirement plan administration and regulatory requirements to provide consultative guidance and operational oversight to clients, advisors, and internal stakeholders. This role requires the regular exercise of independent judgment and discretion in evaluating complex plan matters, recommending solutions, and influencing outcomes without reliance on prescribed procedures.

You will serve as a subject-matter resource for sophisticated plan scenarios, assess risk and compliance considerations, and partner cross-functionally to ensure high-quality service delivery, client retention, and continuous operational improvement.

Day-to-Day You May Also Be Expected To

• Exercising independent judgment to evaluate and resolve complex retirement plan issues, including eligibility determinations, vesting, plan amendments, mergers and acquisitions, deconversions, year-end testing, and audit support.
• Analyzing client information and business needs to independently scope requests, assess feasibility, and recommend appropriate servicing or plan design solutions.
• Partnering with internal plan design and plan document subject-matter experts to research, interpret, and assess plan provisions, regulatory implications, and client objectives.
• Providing consultative services to plan sponsors and advisors, offering guidance on plan administration, compliance considerations, and operational best practices.
• Managing and resolving client and advisor escalations by evaluating impact, coordinating cross-functional resources, and determining appropriate paths to resolution.
• Identifying systemic risks, service gaps, or inefficiencies through post-mortems and root-cause analysis, and collaborating with management and product teams to design and implement process improvements.
• Designing and documenting processes, playbooks, and operational resources that enhance scalability, consistency, and team effectiveness.
• Applying professional discretion to prioritize work based on business impact, client urgency, regulatory considerations, and service-level commitments.
• Monitoring quality and service outcomes, exercising judgment to identify trends, recommend corrective actions, and support continuous improvement initiatives.
• Ensuring timely and accurate documentation of client interactions and decisions to support transparency, audit readiness, and long-term account management.
• Supporting client retention through proactive issue resolution, strategic follow-up, and trusted advisory relationships.

Requirements

• College degree and/or equivalent customer service experience
• 2-4 years of retirement industry experience, preferred.
• Experience in project management.
• 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 $65K - $75K 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.

Full-Time 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.