Senior Associate, Retirement Plan Services

About the role

Vestwell is the financial technology company powering the new savings economy. Our platform redefines how people save for the critical aspects of life across retirement, education, and healthcare savings needs. Today, Vestwell enables over 350,000 businesses and over 2M active savers, with over $50B in assets saved across all 50 states. Vestwell's platform serves a diverse clientele, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers. To learn more, visit vestwell.com

We are seeking an energetic and reliable professional to join our Retirement Plan Services Team, as a Senior Associate. Successful candidates will be responsible for supporting incoming employer plan administration inquiries, change orders, and supporting multiple cross-functional teams across the organization. The Senior Associate will work closely with our internal Retirement Plan Administration team subject matter experts to research, assess, and deliver timely support to employer requests. Our Senior Associates, Retirement Plan Services support many of our startup and conversion plan employers who can help navigate sponsors with the complexities of administering a 401(k) plan, so we are interested in hiring individuals with a commitment to high client satisfaction and an ability to make quick and accurate decisions. The ideal candidate is a motivated individual who can manage their block of responsibilities, confidently answer retirement plan questions, and collaborate with the team to improve workstreams.

This role will be based in either the New York City, Austin, King of Prussia, or Scottsdale office, and will be part of Vestwell's hybrid in‑office operation.

Responsibilities

• Apply advanced knowledge of retirement plan administration and regulatory requirements to provide consultative guidance and operational oversight to clients, advisors, and internal stakeholders.
• Exercise independent judgment to evaluate and resolve complex retirement plan issues, including eligibility determinations, vesting, plan amendments, mergers and acquisitions, deconversions, year-end testing, and audit support.
• Analyze client information and business needs to independently scope requests, assess feasibility, and recommend appropriate servicing or plan design solutions.
• Partner with internal plan design and plan document subject‑matter experts to research, interpret, and assess plan provisions, regulatory implications, and client objectives.
• Provide consultative services to plan sponsors and advisors, offering guidance on plan administration, compliance considerations, and operational best practices.
• Manage and resolve client and advisor escalations by evaluating impact, coordinating cross‑functional resources, and determining appropriate paths to resolution.
• Identify systemic risks, service gaps, or inefficiencies through post‑mortems and root‑cause analysis, and collaborate with management and product teams to design and implement process improvements.
• Design and document processes, playbooks, and operational resources that enhance scalability, consistency, and team effectiveness.
• Apply professional discretion to prioritize work based on business impact, client urgency, regulatory considerations, and service‑level commitments.
• Monitor quality and service outcomes, exercising judgment to identify trends, recommend corrective actions, and support continuous improvement initiatives.
• Ensure timely and accurate documentation of client interactions and decisions to support transparency, audit readiness, and long‑term account management.
• Support client retention through proactive issue resolution, strategic follow‑up, and trusted advisory relationships.

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, results