Y5/13 PNL O - Client Service & Operations Specialist

Position Overview: 

As a Client Service & Operations Specialist, you’ll help define our customer experience by being an expert source of knowledge and a trusted partner to our clients. This role is ideal for someone who thrives at the intersection of client service, operations, and technology—someone who can resolve complex issues, ensure the smooth daily operation of retirement plans, and contribute insights to shape the future of our product. 

You’ll work closely with our Sales, Onboarding, and Product teams to support 401(k) plan sponsors and participants, ensuring questions and issues are resolved quickly and efficiently. 

Key Responsibilities:

• Act as the main point of contact for plan sponsors and participants, delivering superior, timely service with professionalism and empathy. 
• Review and validate payroll files for accuracy and compliance; ensure timely processing of contributions, distributions, loans, and other transactions. 
• Monitor daily plan operations and participant activity, identifying and resolving discrepancies or processing errors. 
• Communicate key plan features, rules, and requirements in a clear, concise, and informative way. 
• Collaborate with Sales and Onboarding to support new client implementations, payroll integrations, and employee enrollments. 
• Log, track, and resolve client issues; maintain accurate CRM records and operational documentation. 
• Act as the voice of the client by sharing product and service feedback with the Product and Marketing teams. 
• Support audits, compliance testing, and reporting obligations. 

Qualifications: 

• 2+ years of experience in 401(k) or retirement plan administration, client services, or financial operations. 
• Preferred understanding of payroll processes, contribution limits, and retirement plan rules (including ERISA and IRS guidelines). 
• Excellent communication skills, both written and verbal, with a customer-first mindset.
• Exceptional attention to detail and problem-solving skills. 
• Ability to manage multiple priorities in a deadline-driven environment.
• Experience with retirement plan recordkeeping systems, payroll platforms, and CRM tools preferred. 
• Experience in Business, Finance, or a related field is a plus. 
• Software: Excel, Powerpoint, Word, CRMs and SaaS platforms. 
• Ability to work independently/think critically following training