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Client Success Specialist

Ubiquity Retirement + Savings

(Remote / San Francisco CA)

Position Purpose 

 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 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.) 

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. Salesforce preferred.
• Proficient reading, writing, grammar and mathematical skills  
• Spanish fluency a plus 

Salary

$57,000-$70,000 per year depending on qualifications.

Comprehensive Benefits

Medical, dental, and vision insurance to ensure you're protected and staying happier and healthier.

Remote-First Culture

Get more ownership over your schedule while maintaining great relationships with your peers.

Flexible PTO

With us, you have the freedom to manage your schedule and take time off when you need it – no questions asked.

Inclusive & Diverse Workplace

We celebrate diverse viewpoints and believe diversity nurtures innovation and creativity. We want everyone to feel included like a valued member of our Ubiquity family.

How to Apply

US BASED ONLY

Please click the link to apply directly from our ATS

Apply Now

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