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Social Security hired a ‘special’ new employee to make big changes — and he’ll work for free. Here’s what could change

Clay Halton

Fri, August 28, 2026 at 2:35 PM GMT+3 8 min read

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Social Security is bringing in a Wall Street veteran to help reshape an agency that touches the finances of nearly every American. And he won't be collecting a government paycheck.

Matt Zames, a former chief operating officer at JPMorgan Chase, has joined the Social Security Administration (SSA) as an unpaid adviser tasked with helping Commissioner Frank Bisignano modernize the agency, according to ⁠CNBC (1).

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Zames and Bisignano have a history. The two worked together at JPMorgan, where Zames rose to prominence after helping the bank clean up its $6 billion "London Whale" trading loss. He later spent about five years as COO, overseeing technology and cost-cutting projects before leaving the bank in 2017.

Now, he's bringing that experience to an agency responsible for sending benefits to tens of millions of retired workers, people with disabilities, survivors and their families.

But exactly what Zames will change remains unclear.

The SSA hasn't publicly laid out his responsibilities beyond modernization. As a "special government employee," Zames can serve for up to 130 days, although those days can be spread over a longer period because he isn't expected to work full time, CNBC reported.

His arrival, however, comes in the middle of a transformation that is already well underway.

Social Security is becoming a 'digital-first' agency

As Moneywise has previously reported, the SSA has been shrinking its workforce while leaning more heavily on technology and automation to handle its enormous workload.

The agency had 57,384 employees in January 2025. By February 2026, that figure had fallen to 49,683, according to ⁠Congressional Research Service data (2) — a loss of more than 7,700 employees in just over a year.

That downsizing coincided with an aggressive modernization push. In congressional testimony last year, Bisignano said the SSA planned to improve productivity through "workload automation, IT improvements and accelerated AI investments," while transforming Social Security into a "digital-first organization."

That gives some indication of where Zames could focus his attention.

Bisignano's strategy has emphasized moving simpler interactions away from employees and onto digital and automated systems, freeing staff to handle more complicated cases. The SSA has expanded its "my Social Security" portal, upgraded phone technology across more than 1,200 field offices and added more self-service and callback options.

The agency has also begun bringing more of the disability process online. In July, the agency ⁠announced (3) new digital tools allowing applicants to track claims, receive more notices electronically and submit documents online.

More AI and automation could be coming

Artificial intelligence could play a bigger role, too. The SSA's inspector general reported that the agency has developed ⁠more than 30 potential AI use cases (4), including tools aimed at improving employee productivity, program integrity and security. And there's likely more automation ahead.

The agency's proposed fiscal 2027 budget (5) calls for continued development of a "digital-first" agency, including integrating its national 800-number system with customer relationship management technology and further improving online and phone service.

The strategy appears to be producing some measurable improvements. Average wait times on its national phone line have fallen sharply, while online transactions and the number of Americans using my Social Security have climbed. More than 104 million people have now created accounts, according to the ⁠agency (6).

Still, the shift comes with risks. The SSA's own inspector general has warned that the agency must balance its digital ambitions with adequate staffing, cybersecurity and protection of the enormous amount of sensitive information it holds. The watchdog lists both improving service delivery and modernizing aging IT systems among the SSA's ⁠major management challenges (7).

For Americans who rely on Social Security, then, Zames's arrival could accelerate a shift that is already changing how they interact with the agency: fewer routine tasks handled manually and more services delivered through technology.

With the agency cutting staff, upgrading its technology and shifting more services online, Americans may need to adjust to a different way of managing one of their most important retirement benefits. And while you can't control what changes come next at the SSA, you can take steps to make the rest of your retirement finances easier to manage — and make sure your plan isn't relying on Social Security alone.

Put your retirement planning on autopilot

SSA's modernization push reflects a broader shift toward using technology to handle financial tasks that once required more hands-on attention. That same approach can extend to your own retirement planning, particularly when it comes to putting your long-term investments on autopilot.

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Get a clearer view of your retirement finances

Retirement planning rarely involves just one account. You might have a 401(k) from a current employer, an IRA, an old workplace plan and other investments — all while trying to understand how much you're saving, spending and eventually withdrawing.

Keeping track of everything across different providers can make it harder to see the big picture, particularly as you get closer to retirement.

Bringing those accounts together in one place can give you a clearer view of your savings and cash flow — and help you spot areas that may deserve more attention.

A platform like Empower can help reduce the stress of filing taxes by connecting you with a licensed tax professional who can support you from start to finish.

Unlike standalone tax software, Empower lets you manage your multiple retirement accounts in one dashboard and lets you file from the same platform.

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Know when to bring in a human expert

Digital tools can make it easier to invest and keep track of your finances, but retirement planning can eventually involve decisions that are harder to automate. Figuring out how much risk to take, how to turn savings into retirement income and how taxes could affect your withdrawals may call for more personalized guidance.

If you want a second set of eyes on your retirement plan, it could pay to speak with a qualified financial advisor.

Research from Envestnet (8) suggests that financial advisors can help clients achieve around 3% greater returns by providing services such as financial planning, asset selection and allocation, investment selection, systematic rebalancing and tax management. For example, if you started with a $50,000 portfolio, professional guidance could mean more than $1.3 million in additional growth over 30 years, depending on market conditions and your investment strategy.

Finding the right advisor is simple with Advisor.com. Their platform connects you with licensed financial professionals in your area who can provide personalized guidance.

A professional advisor can also help you determine how many years you have left to invest before retirement and assess your comfort level with market fluctuations — two key factors in building the right asset mix for your portfolio.

Through Advisor.com, you can schedule a free, no-obligation consultation to discuss your retirement goals and long-term financial plan.