Client Success Specialist (US based only)

Company Description

Ubiquity Retirement + Savings® has a simple mission: to empower small businesses and their employees to create a more secure financial future by leveraging technology with affordable retirement solutions and world-class customer support.

For over 23 years, we have helped workers save more than $3 billion toward their retirement and opened 401(k) plans for 10,000+ small businesses—pioneering a transparent, flat-fee experience. Our tenured team are retirement experts and future-you champions.

Ubiquity is known for our unique and thriving company culture, our ongoing investment in our employees, and for providing a clear career path for your future. We average a 65 eNPS each quarter and our Glassdoor reviews reflect our focus on you. Do more here and make more of a difference to small businesses everywhere!

We value accountability, collaboration, and transparency. Proudly one of the Best Places to Work and Entrepreneur Magazine's Top 150 Company Cultures, we take what we do seriously and always strive to be happy at work. Our four company values and our motto “Freedom with Accountability” guide the way we work to support our mission.

Learn more about our values: https://www.myubiquity.com/about/                                       

See us in the news:  https://www.linkedin.com/company/ubiquity-retirement-savings         

Find out what our employees think: https://www.glassdoor.com/Reviews/Ubiquity-Retirement-Savings-Reviews-E101757.htm                                                                                                 

Watch the documentary we produced about the challenges Americans face in saving for their futures. Broken Eggs: The Looming Retirement Crisis in America: https://www.youtube.com/watch?v=kmtjJVC_niI

We are a growing company that wants you to be a part of our success!

Job Description

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 RESPONSIBILITES

• 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.)

Qualifications

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

Comm