401(k) Onboarding Advocate

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About the Role:

We are seeking a dedicated 401(k) Onboarding Advocate to join our team as we expand our 401(k) automation program, which transitioned from pilot to full launch in 2024. Your role will be pivotal in helping employers seamlessly integrate their existing 401(k) plans onto the Gusto Platform. As a key team member, you will enhance the onboarding experience by guiding customers through a complex process, ensuring timely communication, and maintaining smooth operations. Your expertise will help alleviate concerns, answer questions, and provide exceptional service to all onboarded customers.

About the Team:

The 401(k) onboarding team is committed to improving the 401(k) experience for small business owners, their employees, and our 401(k) partners through innovative technology and outstanding service.

Here’s what you’ll do day-to-day:

• Guide customers through the 401(k) automation onboarding process, ensuring clear communication with 401(k) providers and serving as their advocate post-launch.
• Develop efficient processes and create resources to enhance the customer experience, identifying and resolving unexpected issues as they arise.
• Utilize Salesforce and internal applications to manage customer interactions effectively.
• Qualify interested customers to ensure they are a good fit for the 401(k) automation feature.
• Communicate expertise in 401(k) automation administration through both written and verbal channels with Gusto customers.
• Conduct onboarding calls with interested customers and 401(k) providers as needed.
• Ensure adherence to quality control protocols in a timely manner.

Here’s what we're looking for:

• 3-5 years of work experience.
• Minimum of 1 year of customer-facing experience; bonus points for familiarity with 401(k) plans, payroll, or a startup environment.
• Exceptional written and verbal communication skills.
• Ability to collaborate effectively with cross-functional teams.
• Strong time management skills and meticulous attention to detail.
• Proficient in problem-solving, navigating ambiguity, and cross-team communication.
• Self-motivated, with a passion for achieving individual metrics while working collaboratively and autonomously.
• Flexibility to manage workload during seasonal peaks.

Our cash compensation range for this role is $23.50 to $27.42/hr in Denver. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

Personal information collected and processed as part of your Gusto application will be subject to Gusto's Applicant Privacy Notice.