Fast Track Specialist

Summary

Join Human Interest, a high-growth tech company revolutionizing the retirement industry, as a Fast Track Connections Specialist. You will be responsible for overseeing clients' initial 401(k) contributions, guiding them through the setup process, and ensuring seamless integration with payroll providers. This role requires strong communication, problem-solving, and technical skills, along with experience in customer service and troubleshooting. You will work cross-functionally to meet customer needs and identify process improvements. Human Interest offers a remote work environment, competitive compensation, and a comprehensive benefits package including a 401(k) plan, health insurance, generous PTO, and various wellness programs.

Requirements

• 3+ years in a role that demonstrates troubleshooting and problem-solving skills
• At least 1 year of customer service experience and strong verbal and written communication skills
• A strong work ethic and proven ability to work independently and manage a project plan
• A passion for process improvement and a demonstrated ability to lead change effectively
• Experience working with retirement plans or payroll providers, and a general understanding of the laws and regulations which govern the industry
• A desire for learning new programs, systems, and expanding your knowledge about the retirement industry and our product
• A strong focus on quality
• Strong PC skills, including experience working with G-Suite products
• Ability to easily adapt to various client systems and user interfaces and troubleshoot software issues as they arise
• Bachelor’s degree or equivalent experience

Responsibilities

• Communicate with our customers to identify their needs and help them establish their 401(k) plans
• Educate, guide, and inform our newly signed customers about the choices they have to help their employees save for retirement
• Work cross-functionally within our organization (specifically with sales and account management) to make sure customer needs are met
• Drive processes forward, managing internal and external stakeholders to keep our customers engaged, happy, and on-track
• Identify potential areas for process improvement to help the team scale
• Be the main point of contact for clients, responsible for helping them establish technical integrations with 100+ payroll providers
• Develop an in-depth understanding of payroll provider systems and interrogate incoming payroll data for accuracy and completeness
• Use problem-solving and decision-making skills to navigate technical issues which impact the flow of data between the client, Human Interest, and the payroll partner
• Accurately evaluate data discrepancies and work independently to make appropriate adjustments, with the understanding that they impact our clients and millions of dollars in assets under management
• Assist in drafting procedures detailing the flow of payroll-related information, while demonstrating an understanding of SEC, DOL, and IRS regulations that impact our business
• Investigate technology issues, identify root causes, and work with various departments to develop and implement solutions
• Independently guide clients through data analysis and assist with their data transmission efforts
• Communicate professionally to both internal and external clients while focusing on needs-driven solutions
• Identify areas for process improvement and assist in leading projects which may broadly impact our business

Preferred Qualifications

• 3+ years of customer onboarding experience in a SaaS environment
• A “people person” who truly enjoys interacting with clients and can communicate difficult concepts fluidly
• Energy and passion- the concept of onboarding 40-50+ customers a month excites you - velocity is everything!
• A strong work ethic, proactively following up with our customers and keeping them on track
• Excellent organizational skills, are able juggle multiple tasks with varying deadlines and stakeholders without dropping the ball

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Generous PTO and parental leave policies
• Addition Wealth - Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra - Enhanced Mental Health Support for Employees and dependents
• Carrot - Fertility healthcare and family forming benefits
• Candidly - Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Employee Resource Groups including Veterans, Lift Ev’ry Voice, Pride, LatinX, Families, and Women in Tech
• Fun online and regional events and celebrations and department and company offsites
• The vast majority of our positions can be 100% remote