Human Interest - Innovating in Customer Experience for Retirement Plans

Human Interest is a full-service 401(k) and 403(b) provider founded in 2015 to make retirement benefits easy and affordable for small and medium-sized businesses and workers in industries long underserved by legacy providers.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

Human Interest is a full-service 401(k) and 403(b) provider founded in 2015 to make retirement benefits easy and affordable for small and medium-sized businesses and workers in industries long underserved by legacy providers. The company replaces slow, manual, paper-heavy processes with modern technology and automation, enabling HR teams with limited resources to offer high-quality retirement plans.

By eliminating transaction fees, building 500+ payroll integrations, streamlining compliance, and bringing all support onshore, Human Interest has helped more than 40,000 companies offer retirement benefits for the first time. Today, Human Interest is the fastest-growing 401(k) provider in the U.S.1

Its latest customer service breakthrough, the Customer Experience Guarantee (CXG),2 is the first and only money-back customer service guarantee in the retirement industry, reflecting the company's belief that every employer and employee deserves fast, transparent, reliable support when saving for their financial future.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Human Interest has redefined customer experience in retirement services through the launch, and rapid expansion, of the Customer Experience Guarantee (CXG). Introduced in February 2025 and strengthened in August 2025, CXG sets enforceable service standards for all customers, with meaningful compensation if Human Interest falls short.

CXG guarantees include:

• Rapid response: U.S.-based agents answer calls within minutes; hold times capped at three minutes (down from five); 100% of administrator inquiries receive a non-automated response within four business hours.
• Fast processing: Distributions and loan disbursements initiated within two business days, which is especially important in the case of emergency withdrawals; payroll contributions processed in three business days.
• Compliance protection: On-time Form 5500 filings for 3(16) customers; self-filing customers receive required data at least 30 days before deadlines. This is rare in an industry where thousands of retirement plans failed to meet Form 5500 filing deadlines last year, costing business owners roughly $15 million3 in penalties.

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Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

CXG is the first money-back, SLA-driven customer experience guarantee in the retirement industry. The sector has long been defined by slow processing times and limited accountability. Legacy providers still depend on multi-week timelines for distributions, manual checks, and paper forms. Human Interest's modern infrastructure enables near-real-time support, fast fund access, and accurate compliance: outcomes competitors cannot match.

This is especially critical when participants need funds during urgent life events. Human Interest's technology allows agents to guide participants through a withdrawal and deposit funds electronically within two business days, compared with the 5-14+ day timelines typical in the industry.

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Survey data reinforces the need for change: 41% of employers say they would switch providers for a better employee experience.5 CXG responds directly, bringing transparency, speed, and accountability to a sector that has lacked all three.

Thanks to Human Interest's efforts to reduce friction, simplify compliance, and modernize every facet of customer experience, it has been successful in growing access to, and participation in, retirement benefits. In 2025, Human Interest plans now represent [REDACTED FOR PUBLICATION] of all new 401(k) plans sold in the U.S., illustrating its tremendous impact on American's long-term financial security. Human Interest is proof that exceptional customer service can, indeed, change lives.