Client Success Specialist

Company Description

Ubiquity Retirement Savings® has a simple mission: to empower small businesses and their employees to create a more secure financial future by leveraging technology with affordable retirement solutions and world-class customer support.

For over 23 years, we have helped workers save more than $3 billion toward their retirement and opened 401(k) plans for 10,000 small businesses—pioneering a transparent, flat-fee experience. Our tenured team are retirement experts and future-you champions.

Ubiquity is known for our unique and thriving company culture, our ongoing investment in our employees, and for providing a clear career path for your future. We average a 65 eNPS each quarter and our Glassdoor reviews reflect our focus on you. Do more here and make more of a difference to small businesses everywhere!

We value accountability, collaboration, and transparency. Proudly one of the Best Places to Work and Entrepreneur Magazine's Top 150 Company Cultures, we take what we do seriously and always strive to be happy at work. Our four company values and our motto “Freedom with Accountability” guide the way we work to support our mission.

Learn more about our values: https://www.myubiquity.com/about/                                       

See us in the news:  https://www.linkedin.com/company/ubiquity-retirement-savings         

Find out what our employees think: https://www.glassdoor.com/Reviews/Ubiquity-Retirement-Savings-Reviews-E101757.htm                                                                                                 

Watch the documentary we produced about the challenges Americans face in saving for their futures. Broken Eggs: The Looming Retirement Crisis in America: https://www.youtube.com/watch?v=kmtjJVC_niI

We are a growing company that wants you to be a part of our success!

Job Description

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

This role will answer and route all client support questions via inbound email, phone, our CRM, SMS and chat feature. Clients may include plan sponsors, advisors, third party administrators and other interested parties. This role is a 100% remote position.  

CORE RESPONSIBILITES

• 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  
• Maintain, follow, and enforce all Ubiquity security policies and procedures at all times. (Policies will be shared with all employees annually. Employees can request a copy of most recent policies from Ubiquity’s Security Officer at any time.)

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.

SKILLS EXPERIENCE  

• 3 years experience in client service role 
• 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 
• Spanish fluency a plus

Additional Information

This is a salaried, full-time, remote position with a base salary range of $59-$69k annually plus variable compensation. Please follow application instructions carefully and note that a cover letter is required along with your resume. *Plus, find our three values on our website and list them in your cover letter.

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

We offer:

• Competitive compensation package
• Generous stipend toward premiums for medical, dental, and vision
• Learning and development stipends
• 401(k) Matching
• Monthly wellness subsidies
• Equity incentives
• Flexible PTO policy
• Time off for volunteering
• Emphasis on internal promotions
• Regular performance reviews
• Remote work culture

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.