Note: The job is a remote job and is open to candidates in USA. Human Interest is a fintech company dedicated to providing accessible retirement benefits for all workers. The Financial Advisor Operations Specialist will drive advisor success through expert guidance, manage inquiries, and enhance advisor relationships while collaborating with cross-functional teams.
Responsibilities
- Drive advisor success by providing expert guidance on plan design, compensation structures, and regulatory documentation requirements through responsive, solutions-oriented support
- Manage and resolve a high volume of advisor inquiries via email and phone, delivering clear, actionable solutions that strengthen advisor confidence and capabilities
- Orchestrate complex problem resolution by coordinating with cross-functional teams including Account Management, Client Services, and Partnerships to ensure comprehensive solution delivery
- Identify patterns in advisor challenges and collaborate with internal teams to develop and implement scalable process improvements that enhance the advisor experience
- Maintain meticulous case management practices, ensuring timely follow-up and resolution tracking while meeting or exceeding service level agreements
- Provide white glove service to financial advisor contacts to take the guesswork out of who they should be reaching out to for support with Human Interest services
Skills
- 3+ years of experience in customer-facing roles such as customer support, account management, or call center operations; or equivalent college experience. Experience in Partnerships, Sales, or business development is also valued
- 2+ years of Retirement Services experience, with a proven track record of managing 401(k) plan administration and ensuring strict adherence to ERISA compliance and regulatory guidelines
- Proficiency in CRM platforms (Salesforce preferred) to manage the full case lifecycle, including logging new requests, navigating through historical data, and driving open items to resolution
- Proven ability to collaborate cross-functionally with Compliance, Operations, and external recordkeepers to resolve complex plan issues and ensure a seamless client experience
- Demonstrated passion for customer service excellence with proven ability to create outstanding client experiences across every interaction
- Exceptional organizational prowess with demonstrated ability to masterfully manage multiple concurrent priorities while maintaining attention to detail and meeting critical deadlines
- Superior communication skills that blend professionalism with empathy, enabling effective relationship management across both phone and email interactions
- Proven resilience and composure under pressure, maintaining high service standards even in challenging situations, while demonstrating genuine empathy for advisor's needs
- Outstanding attention to detail in all aspects of work, from written communication to data entry, with consistent accuracy and thoroughness
- Ability to distill complex retirement concepts into clear, actionable insights for advisors, complemented by proficiency in productivity tools, including Google Workspace and Microsoft Office
- Adaptable mindset that thrives in a dynamic startup environment, embracing change and efficiently managing shifting priorities while maintaining focus on key objectives
Benefits
- Our own 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
- Competitive time off and parental leave
- 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
- Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.
Company Overview