Full-Time Client Success Specialist

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 RESPONSIBILITIES

• Monitors support queue, classifies cases for the team, responds to cases for client retirement plan questions.
• Researches and assists solving complex client requests, collaborates with team members.
• Reviews internal procedures to provide up-to-date client retirement plan administration information.
• Maintains knowledge of 401(k) and retirement industry rules and regulations for accurate client guidance.
• Conducts inbound and outbound communications for timely client need resolution.
• 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 value-add opportunities.
• Maintains and enforces Ubiquity security policies.

COMPETENCIES

• Client Service: Keeps internal and external clients in mind, proactively addresses concerns.
• Analytical Ability: Diagnoses and solves problems with minimal supervision.
• Leadership: Improves client experience through effective plans.
• Organized: Manages multiple clients, priorities, and requests in a fast-paced environment.
• Communication: Clear, polished, and professional communications. Explains complex ideas clearly.
• 401k Knowledge: Understands all aspects of 401(k) plan, including 5500s, compliance testing, safe harbor, census, and annual audits.
• Positivity: Builds positive client relationships easily.
• Accountability: Takes personal responsibility for quality, accuracy, and timeliness.

SKILLS & EXPERIENCE

• Willing to work 8am-5pm Pacific time (11am-8pm Eastern).
• 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 & BENEFITS

This is a salaried, full-time, remote position with a base salary range of $59-$69k annually plus variable compensation. A cover letter is required.

Additional Information

• Competitive compensation package
• Generous stipend toward 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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