Job Description

The Client Success Specialist is a pivotal role in establishing and nurturing the right client experience through direct client interactions.

This role will answer and route all client support questions via inbound email, phone, our proprietary CRM, and chat features. Client may include plan sponsors and advisors.

WHAT YOU'LL BE DOING

• Monitors our support queue, classifies tickets for the team based on the type of inquiry, and responds to most support tickets to help our clients with their retirement plan questions
• Researches and assists in solving complicated client requests by collaborating with different team members at Ubiquity
• Acts as backup for phone support for incoming client questions
• Collaborates with their Client Success Team on ways to improve Ubiquity’s Client Satisfaction and Net Promoter Scores
• Acts as liaison between plan sponsors and other internal Ubiquity groups, including Financial Operations, Accounting, and Compliance
• Ensures SLAs are met for ticket response rates
• Proactively reaches out to clients to assess needs and determine ways to add value

Qualifications

COMPETENCIES CLIENT SERVICE - Keeps internal and external clients in mind at all times. Proactively address client concerns and guide them through the support process for quick and effective issue resolutions.

LEADERSHIP - Demonstrated success at proactively identifying ways to improve the client experience and executes effective plans to activate the ideas.

ORGANIZED - Thrives in a quick-deadline environment managing multiple clients, priorities, and tickets at different levels of completion.

COMMUNICATION - Clear, polished, and professional spoken and written communications skills. Has the ability to explain and break down complex ideas with easy-to-understand instructions.

401(K) KNOWLEDGE - Clear knowledge of administering all aspects of 401(k) plan, including but not limited to 5500s, compliance testing, safe harbor, census, and annual auditing for retirement plans.

POSITIVITY - Has positive-minded demeanor that puts clients at ease, and enables rapid relationship building.

EXPERIENCE

• 3-5 years experience in client service role
• 401(k) industry experience required
• Ability to quickly diagnose problems and solve them
• Excellent follow through and communication

Additional Information

This is a salaried, full-time position located in the San Francisco Bay Area. Remote candidates will be considered. Please follow application instructions carefully and make sure to submit a cover letter along with your resume. We offer:

• Competitive compensation package
• 401(k) company match (up to 4%)
• Generous stipend toward premiums for medical, dental, and vision
• Learning and development stipends
• Monthly wellness subsidies
• Equity incentives
• Flexible PTO policy
• Time off for volunteering
• Fun social events and outings
• Emphasis on internal promotions
• Regular performance reviews
• Telecommuting

Ubiquity Retirement + Savings is an equal employment opportunity employer for all applicants and employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws.