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 CRM and chat feature. Clients may include plan sponsors, advisors, third party administrators and other interested parties. This role is a 100% remote position.   CORE RESPONSIBILITIES

• Monitors our support queue, classifies cases for the team based on the type of inquiry, and responds to cases 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 
• Reviews internal procedures regularly to maintain the latest information to provide to clients regarding their retirement plan administration 
• Actively maintain knowledge of 401(k) and retirement industry rules and regulations to be able to provide accurate guidance to Plan Sponsors and Trustees 
• Conduct inbound and proactive outbound communications with our clients to successfully address their needs in a timely manner 
• Use the CRM tool to research, respond to, and record support requests 
• Participate in company-wide objectives and meetings 
• Collaborates with their Client Success Team on ways to improve Ubiquity’s Client Satisfaction 
• Acts as liaison between plan sponsors and other internal Ubiquity groups, including Financial Operations, Accounting, and Compliance 
• Ensures SLAs are met for case 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. 

ANALYTICAL - Ability to quickly diagnose problems and solve them with little to no supervision.  

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 requests 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.  

401K 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.       

ACCOUNTABILITY - Takes personal responsibility for the quality, accuracy, and timeliness of work, and achieves results with little oversight. Stays focused on work and makes the best use of time and resources. Excellent follow through and communication of updates.

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 
• 1-2 years working with cloud-based CRM platform preferred 
• Proficient reading, writing, grammar and mathematical skills

Additional Information

This is a full-time salaried position that is 100% remote. Please follow application instructions carefully and make sure to submit a cover letter along with your resume.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

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.