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 feature.

Clients may include plan sponsors, advisors, third-party administrators, and other interested parties.

This is a 100% remote position.

CORE RESPONSIBILITIES

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

COMPETENCIES

• Client Service: Keeps internal and external clients in mind, proactively addresses concerns, and guides through support process for quick resolutions.
• Analytical Ability: Quickly diagnoses and solves problems with minimal supervision.
• Leadership: Proactively identifies ways to improve the client experience and executes effective plans.
• Organized: Thrives in fast-paced environments managing multiple clients and requests.
• Communication: Clear, polished, and professional spoken and written communication. Explains complex ideas.
• 401k Knowledge: Clear knowledge of administering all aspects of 401(k) plan (5500s, compliance testing, safe harbor, census, and annual auditing).
• Positivity: Positive demeanor to put clients at ease and build rapport.
• Accountability: Takes responsibility for work quality, accuracy, and timeliness; achieves results with minimal oversight; focuses on work and makes the most of time.

SKILLS + EXPERIENCE

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

Salary: $59,000 - $69,000 annually plus variable compensation.

Application Details: A cover letter and resume required. Include three company values from our website in your cover letter. This role is full-time, remote.

Diversity Statement: We are focused on building a diverse and inclusive workforce. We encourage applications from all qualified candidates, even if they do not meet 100% of the qualifications.

Benefits:

• Competitive compensation package
• Generous premiums stipends 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

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