Client Success Specialist

4 weeks ago


CA, United States Ubiquity Retirement + Savings Full time

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.)



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