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Client Engagement Coordinator

2 months ago

San Francisco California, United States Ubiquity Retirement + Savings Full time
Job Overview

The Client Engagement Coordinator plays a crucial role in enhancing and maintaining the client journey through direct interactions.

This position involves addressing and directing all client inquiries through various channels including email, phone, CRM, SMS, and chat.

Clients may consist of plan sponsors, advisors, third-party administrators, and other stakeholders. This is a fully remote opportunity.

KEY RESPONSIBILITIES
  • Oversees the support queue, categorizes inquiries for the team based on their nature, and provides responses to assist clients with their retirement plan inquiries.
  • Investigates and aids in resolving complex client requests by collaborating with various team members at Ubiquity.
  • Regularly reviews internal processes to ensure the most current information is available for clients regarding retirement plan administration.
  • Maintains up-to-date knowledge of 401(k) and retirement industry regulations to offer precise guidance to Plan Sponsors and Trustees.
  • Engages in both inbound and proactive outbound communications with clients to effectively meet their needs in a timely manner.
  • Utilizes the CRM system to research, respond to, and document support requests.
  • Participates in company-wide initiatives and meetings.
  • Collaborates with the Client Success Team to identify strategies for enhancing Ubiquity's Client Satisfaction.
  • Acts as a bridge between plan sponsors and other internal Ubiquity departments, including Financial Operations, Accounting, and Compliance.
  • Ensures Service Level Agreements (SLAs) are met for response times.
  • Proactively reaches out to clients to evaluate their needs and explore opportunities to provide additional value.
  • Adheres to and enforces all Ubiquity security policies and procedures consistently.