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Salary: USD 70,000 - 80,000 / annual
Vestwell is a financial technology platform powering the savings economy, serving over 350,000 businesses and 2M active savers with $50B in assets across retirement, education, and healthcare savings. The company operates a hybrid model with offices in New York, Austin, King of Prussia, and Scottsdale.
As a Senior Associate in Retirement Plan Services, you will provide advanced operational and consultative support to employer plan sponsors and advisors navigating 401(k) plan administration. You will exercise independent judgment on complex retirement plan matters, including eligibility determinations, vesting, plan amendments, mergers and acquisitions, deconversions, year-end testing, and audit support.
Key responsibilities include:
- Evaluating and resolving complex retirement plan issues independently, applying advanced knowledge of plan administration and regulatory requirements
- Analyzing client information and business needs to scope requests, assess feasibility, and recommend servicing or plan design solutions
- Partnering with internal plan design and compliance experts to research plan provisions, regulatory implications, and client objectives
- Providing consultative guidance to plan sponsors and advisors on administration, compliance, and operational best practices
- Managing and resolving client and advisor escalations by coordinating cross-functional resources and determining resolution paths
- Identifying systemic risks and service gaps through root-cause analysis, collaborating with management and product teams on process improvements
- Designing and documenting processes, playbooks, and operational resources to enhance scalability and team effectiveness
- Prioritizing work based on business impact, client urgency, regulatory considerations, and service-level commitments
- Monitoring quality and service outcomes, identifying trends and recommending corrective actions
- Ensuring accurate documentation of client interactions and decisions for transparency and audit readiness
- Supporting client retention through proactive issue resolution and trusted advisory relationships
You will work closely with the internal Retirement Plan Administration team and serve as a subject-matter resource for sophisticated plan scenarios, supporting both startup and conversion plan employers.
Requirements:
- College degree and/or equivalent customer service experience
- 2-4 years of retirement industry experience (preferred)
- Experience in project management
- Flexible, creative, team-oriented, and results-driven approach
- Strong communication, critical thinking, and organizational skills
- Proven ability to think analytically and operate independently within deadlines
- Professional experience using and optimizing internal technical operational tools (e.g., Jira, Zendesk, Asana, Google Workspace)
- Ability to multitask while managing high volume of incoming inquiries
- Nice to have: retirement certifications (e.g., QKA)
