Full-Time Client Success Specialist

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, CRM, SMS and chat.

Responsibilities:

• Monitors support queue, classifies cases, responds to cases to help clients with retirement plan questions.
• Researches and assists in solving complicated client requests by collaborating with team members.
• Reviews internal procedures to provide latest information regarding retirement plan administration.
• Maintains knowledge of 401(k) and retirement industry rules and regulations for accurate guidance to Plan Sponsors and Trustees.
• Conducts inbound and outbound communications to address client needs.
• Uses CRM to research, respond to, and record support requests.
• Participates in company-wide objectives and meetings.
• Collaborates with Client Success Team on improving client satisfaction.
• Acts as liaison between plan sponsors and internal groups (Financial Operations, Accounting, Compliance).
• Ensures SLAs are met for case response rates.
• Proactively assesses client needs and adds value.
• Maintains and enforces Ubiquity security policies.

Competencies:

• Client Service: Keeps internal and external clients in mind, proactively addresses concerns, guides clients through support process.
• Analytical Ability: Quickly diagnoses and solves problems.
• Leadership: Proactively identifies ways to improve client experience.
• Organized: Manages multiple clients, priorities, and requests.
• Communication: Clear, polished, professional communication.

401k Knowledge: Clear knowledge of administering 401(k) plan (5500s, compliance testing, safe harbor, census, annual auditing).

Positivity: Positive-minded demeanor for relationship building.

Accountability: Takes personal responsibility for quality, accuracy, and timeliness.

Skills & Experience:

• 3+ years of experience in client service
• Ability to quickly diagnose and solve problems
• Excellent follow-through and communication
• 1-2 years with cloud-based CRM platform (preferred)
• Proficient reading, writing, grammar and mathematical skills
• Spanish fluency (a plus)

Compensation:$55,000 - $67,000 annually + variable compensation.

Other Requirements:Cover letter required along with resume. Find three company values on website and list in cover letter. A diverse workforce is desired. Apply even if you don't meet 100% of qualifications.

Benefits:

• Competitive compensation package
• Generous stipend toward medical, dental, and vision premiums
• 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

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