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Saver Success Specialist

Ubiquity Retirement + Savings

in Telecommute / San Francisco CA / AL / AZ / CO / FL / IL / KY / LA / MA / NC / NJ / NV / NY / OR / SC / TN / WA

Ubiquity Retirement + Savings

Description

Ubiquity Retirement + Savings’ mission is to empower small businesses and their employees to create a more secure financial future and peace of mind, by leveraging technology with affordable and effective retirement solutions, and world-class customer support. 

Over our 20 year history, we have helped people save more than $2.25 billion in retirement contributions and opened retirement plans for 7,000+ small businesses—pioneering transparent, flat-fee, customizable plans for this historically underserved community. Our team of experienced professionals are extreme retirement enthusiasts and future-you champions! Join the movement and learn more at: myubiquity.com

The only thing as unique as our business model is our company culture.  We thrive on accountability, collaboration, and transparency. Proudly one of the Best Places to Work in the Bay Area and Entrepreneur Magazine’s Top 150 Company Cultures, we take what we do seriously and to be happy at work.

Position Purpose

The role of Saver Success Specialist plays an important part in the overall success of our client’s retirement savings plans by being the face and voice of Ubiquity to our savers. The Saver Success Specialist will answer employee questions about their retirement savings account, and resolve outstanding issues to provide a world-class client experience for them.

Core Responsibilities

  • Serve as a key point of contact for savers (individual employee participants who hold a 401k account with us) for on-going support and guidance
  • Conduct inbound and proactive outbound communications with our savers to successfully address their needs in a timely manner
  • Use our CRM tool to research, respond to, and record support requests
  • Escalate saver issues when appropriate and in timely manner
  • Contribute to the Saver Success team with virtual enrollment meetings, and other outbound support initiatives
  • Proactively contribute to improvements to the employee enrollment experience and ongoing support experience
  • Participate in company wide objectives and meetings
  • Actively maintain knowledge of 401(k) and retirement industry rules and regulations to be able to provide accurate guidance to savers
  • Process client paperwork and direct client inquiries as needed
  • 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

Customer Focus- Keeps internal and external customers in mind at all times and proactively seeks ways to improve service delivery. Emphasizes a team approach to providing great customer service. Solicits customer feedback and ensures their needs have been fully met.

Analytical- Ability to quickly diagnose problems and solve them with little to no supervision. Excellent math skills.

Organization- Capable of managing multiple clients and priorities, and thrive in a deadline-driven environment with frequently changing priorities.

Communication- Use of appropriate and effective language used for a given situation and actively engages in conversations to understand others’ message. Excellent written and verbal communications.

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.

Requirements

  • 1-2 years in customer service and support role, ideally in 401(k) / retirement industry
  • 1-2 years working with cloud-based CRM platform preferred
  • Spanish fluency preferred 
  • Strong attention to detail and follow-through
  • Ability to diagnose problems quickly and propose thoughtful solutions and alternatives
  • Ability to flex between working autonomously and as a team member
  • Excellent follow through and communication through email, phone, and other company communication tools 
  • Approachable disposition that is conveyed easily through non face-to-face communications

Additional information

This is a salaried, full-time position located in the San Francisco Bay Area. Remote candidates will be considered. Please follow application instructions carefully and make sure to submit a cover letter along with your resume.

We offer:

  • Competitive compensation package
  • 401(k) company match (up to 4%)
  • Generous stipend toward premiums for medical, dental, and vision
  • Learning and development stipends
  • Monthly wellness subsidies
  • Equity incentives
  • Flexible PTO policy
  • Time off for volunteering
  • Fun social events and outings
  • Emphasis on internal promotions
  • Regular performance reviews
  • Telecommuting

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.

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