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
As a Team Lead on the Benefits Processing Team, you will oversee the management of participant distributions from 401(k) accounts in a fast-paced, rapidly growing environment. With a strong focus on organization, attention to detail, and adaptability, you will ensure the accurate and timely processing of distributions while leading efforts to refine and improve team processes. You will apply your in-depth knowledge of 401(k) systems and integrations to ensure distributions are processed correctly and on schedule. Your responsibilities will also include troubleshooting system issues, maintaining accurate records, and guiding your team in collaborating with internal teams to optimize workflows, track trends, and communicate key metrics to drive operational efficiency and continuous improvement.
About the team
This team ensures accurate data review, guiding members to identify and escalate discrepancies, maintaining compliance and data integrity while minimizing errors and compliance risks. By leading the timely processing of participant distributions, the team improves operational efficiency and customer satisfaction. Proactively resolving discrepancies ensures high-quality data, contributing to accurate reporting and smoother operations. The team fosters effective communication across departments for quick customer inquiry resolution and faster issue resolution. Through developing operational expertise, they provide day-to-day support, drive process improvements, and ensure the successful completion of key projects on time, aligning efforts with organizational goals.
What you get to do every day
• Direct the team’s daily workflow by assigning work, monitoring queue and SLA status throughout the day, and reprioritizing as needed so participant distributions are processed accurately and on time.
• Provide day-to-day coaching and support to Associates and Sr. Associates by answering questions, giving real-time feedback, and training new team members on processes and systems.
• Stay hands-on as a subject matter expert by reviewing data for accuracy, resolving discrepancies, processing complex distributions, and covering the queue during volume spikes or absences.
• Act as the first point of escalation for complex distribution cases and system issues, working with Customer Success, Engineering, and Compliance to resolve them and elevating compliance concerns and unresolved issues to the Manager.
• Perform bi-weekly ticket audits and monthly quality evaluations, share findings with team members, and flag error trends to the Manager.
• Keep SOPs and process documentation accurate and up to date as processes and systems change, and reinforce them with the team.
• Track daily and weekly team metrics such as SLA attainment, accuracy, and volume, and report status, risks, and coverage needs to the Manager.
• Identify and recommend process improvements based on day-to-day work, and support improvement projects by testing changes, documenting them, and rolling them out to the team.
• Other duties as assigned. This position’s duties and assignments are subject to modification based on organizational needs.
What you bring to the role
• 3+ years of experience in 401(k) recordkeeping or retirement plan transaction processingre
• 1+ year of experience leading, coaching, or mentoring team members in a formal or informal capacity
• Strong understanding of the distribution transaction lifecycle in a 401(k) or comparable regulated financial product, including regulatory requirements and the downstream impact of errors
• Proven track record of managing and resolving complex escalations through root-cause analysis
• Demonstrated ability to perform quality reviews, identify error trends, and implement corrective actions
• Demonstrated ability to create and maintain clear, durable SOPs and process documentation
• Demonstrated ability to identify, lead, and communicate process improvements that enhance operational efficiency
• Strong communication skills, with experience presenting operational metrics, risks, and recommendations to stakeholders and leadership
• Ability to collaborate cross-functionally with Customer Success, Product, Engineering, and Compliance partners to resolve issues and operationalize changes
• Exceptional attention to detail with a focus on accuracy and compliance
• Advanced numerical aptitude and data analysis capabilities, including using data to identify trends and inform decisions
• Advanced organizational and time management skills, with the ability to prioritize competing demands and meet deadlines in a fast-paced, dynamic environment
Nice to have
• Bachelor's Degree
• Basic reconciliation skills
Why you will love working at Human Interest
Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.
Join Human Interest and make a lasting impact by shaping the future of retirement.
Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest.
• Customer obsession: We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.
• Long-Term Orientation: We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.
• Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self!
• An Escalating Bar for Talent and Performance: We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.
• Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.
Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $65,000 - $75,000 and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.
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
• 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.
We’re a great place to work (but don’t take our word for it)
Here’s a list of our awards and accolades:
• Certified as a Great Place To Work® (2023-2025)
• Fortune Best Place to Work in the Bay Area (2024)
• Best Places to Work by Built In (2023-2024)
• America’s Best Startup Employers by Forbes (2020-2022, 2024)
• A Top Company by Y Combinator (2020-2023)
• Inc. Fastest Growing Companies (2021)
Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.
We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at applicantaccommodations@humaninterest.com.
Protect yourself against fraud and identity theft. Apply to our open positions directly via our careers page on Greenhouse. Human Interest will never ask applicants for their financial or banking information as part of our application process. All legitimate communication will come from a @humaninterest.com email address. If you have questions, please reach out to us directly at careers@humaninterest.com
Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.
See more: https://humaninterest.com/disclosures