Retirement Onboarding Specialist (New Plans)

Gusto, Inc.•Denver, CO

6d•$26 - $31•Hybrid

About The Position

The Onboarding Specialist manages the end-to-end onboarding experience for new enterprise and starter 401(k) plans on the Gusto 401(k) platform. After a plan signs, the specialist becomes the dedicated point of contact for plan sponsors and administrators, guiding them through setup and ensuring first contributions are processed successfully. The role involves managing a high-volume book of business and keeping employers on track to meet their plan start dates, with a focus on operational rigor and client-first service. The New Onboarding team delivers the first part of a client’s Gusto 401(k) experience. It aims to provide a seamless implementation for a complex employee benefit, building trust and transparency from the start and helping plan sponsors feel confident and supported. The role’s listed cash compensation is $26.19 to $30.77 per hour in Denver. The position is associated with Gusto’s Denver office; employees based in Denver, San Francisco, or New York are expected to work from an office on designated days approximately two to three days per week, or more depending on the role. When approved to work elsewhere, a secure, reliable, and consistent internet connection is required. Regular and predictable attendance is expected.

Requirements

4+ years of total work experience, including 3+ years in client-facing implementation, account management, or technical onboarding.
Ability to manage a large, active book of business while staying organized and proactive across competing priorities.
Deep knowledge in one or more of SaaS, Operations, or Finance.
Proficiency with Salesforce and comfort using case management and collaboration tools in a fast-paced environment.
Strong communication skills across email, phone, and video, with a client-first mindset.
Ability to identify and escalate potential setup or compliance issues early and partner with internal teams to resolve them.
Ability and willingness to actively use AI tools relevant to the role and develop AI fluency.
Regular and predictable attendance; approved work from a non-office location requires secure, reliable, and consistent internet.

Nice To Haves

Startup and/or financial services experience.
Familiarity with 401(k) plans or retirement plan administration.
RPS or CRPS designation, or actively pursuing either designation.
Familiarity with ERISA requirements and payroll systems.

Responsibilities

Manage a dedicated book of new enterprise and starter 401(k) plans from signing through activation, ensuring timely setup and successful processing of first contributions.
Serve as the primary contact for plan sponsors and administrators through email, phone, and video, including inbound scheduling through Calendly.
Guide employers through pre-ready task dashboards and proactively follow up to prevent delays and keep plans on track for their start dates.
Monitor and drive performance against benchmarks, including time to activation, time to ready, CSAT, and average response time.
Partner with Sales, Operations, and Legal to resolve setup issues and align on client expectations.
Share client feedback with Product and leadership to inform platform improvements.
Stay current on 401(k) regulations and best practices to provide accurate guidance to employers.
Use AI tools to streamline workflows, improve client communications, and increase efficiency across the book of business.
Maintain regular and predictable attendance and, when working from a non-office location, use a secure, reliable, and consistent internet connection.