Sr. 401(k) Support Associate

Betterment • New York, NY

280d • $65,000 - $75,000 • Hybrid

About The Position

As a Senior 401(k) Support Associate you will help to provide support to 401(k) Plan Sponsors who have chosen Betterment at Work for their company's retirement plan and recordkeeper. As a Senior 401(k) Support Associate, you understand the 401(k) industry, like collaborating with clients, finding solutions, and are a master at the art of the analogy. You are the voice for customers, and relish providing them with that “wow” moment. You understand what it is like to be a customer, and appreciate going above and beyond to delight people and solve their problems. In this role, you will be joining a tight-knit team that is an integral part of the Betterment at Work organization.

Requirements

• 2-5 years in the 401(k) industry supporting Plan Sponsors with an emphasis in providing an excellent customer experience
• Expertise with customer service or financial services, specializing in 401(k) plan lifecycle and administration
• A familiarity with the basics of compliance testing and government reporting such as the Form 5500 is required
• Technically savvy, specifically the ability to navigate multiple complex systems simultaneously to respond to customer inquiries
• Solution-oriented and can develop plans of actions in unclear situations
• Able to work well cross-functionally to resolve client issues
• Can work independently but also has a mentorship mentality and helps to upskill team members
• Exceptional written communication skills and ability to build rapport, maintaining effective and meaningful relationships with clients
• Customer service, call center or related experience working with CRM systems (For example: Zendesk, Salesforce, etc.)
• A learner's mindset and an appetite for financial acumen

Responsibilities

• Deliver above-and-beyond customer service and experiences through phone, email, or live chat
• Explain complex 401(k) record keeping and compliance principles clearly, helping customers see the benefits of our products
• Proactively notice patterns and pursue solutions by leveraging available resources, seeking out or creating new resources when appropriate
• Lead with empathy and a problem-solving mindset to identify client issues and concerns, investigating why they happened, and communicating cross-functionally to find rapid resolutions
• Own projects end-to-end & initiatives to improve the team and/or client experience
• Act as the internal voice of the customer, offering insights to all areas of the business to help build a better product
• Access to learning and development resources to equip and empower you with the skillset to continuously improve and problem solve in collaboration with your peers and business partners

Benefits

• Competitive equity package
• Health, dental and vision benefits
• 401(k) offering with employer match
• Flexible PTO policy
• Variable compensation in the form of a discretionary company incentive bonus
• Lunch from our in-house chef three days a week at our NYC headquarters

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Personal and Laundry Services