Financial Advisor Operations Specialist

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings. We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock , TPG (The Rise Fund) , SoftBank, Glynn Capital , NewView Capital, USVP, Wing, Uncork, and more. About the role We’re looking for a dynamic, innovative professional with a strong foundation in customer service, and/or relationship management. The ideal candidate is proactive, adaptable, and thrives in an environment where they can solve problems on the go. In this role, you’ll be responsible for achieving your own objectives as well as contributing to the team’s success. You’ll work closely with the Senior Manager of Partner Success to document processes, identify opportunities to enhance advisor support, and problem-solve to strengthen advisor relationships. This role offers the opportunity to make a meaningful impact on our advisor partnerships while working in an environment that values initiative, problem-solving, and exceptional service delivery. What you get to do every day 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 What you bring to the role 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,…