Sr. 401(k) Support Associate

About Betterment

Betterment is a leading, technology-driven financial services company that offers investing and retirement solutions for retail investors and investment advisors as well as financial wellness solutions, including a 401(k) for small and medium-sized businesses. Our team is passionate about our mission: making people’s lives better. We’re headquartered in NYC and offer hybrid NY-based positions (Four days/ week in-office).

 

About the role

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.

This role is remote eligible, except for the New York City metro area, San Francisco, Los Angeles, Seattle, Boston, Oakland, Washington, D.C., & Orange County, CA. Below we've reflected the base salary range we would offer for this position in locations with city or state requirements. For those located elsewhere, the actual compensation offered will be based on candidate experience and geographic location.  Actual salaries may vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Betterment’s total compensation package for employees. 

• Remote: $54,000 - $67,500

We offer a competitive equity package, health, dental and vision benefits, life and AD&D, short-term and long-term disability insurance, EAP, commuter and parking benefits FSA/HSA, and 401(k) with employer match as well as a flexible PTO policy. This job may also be eligible for variable compensation in the form of a company incentive bonus.

 

A day in the life

• 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

 

What we’re looking for

• 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

What being at Betterment means for you

We change lives

Join a community of innovators working to transform financial outcomes for real people. Your work will make an impact, always laddering up to our mission: making people's lives better.

We set audacious goals

We set them for the company, our customers, and ourselves—and we won’t stop until we reach them. We don’t just show up;