Client Success Specialist

2 weeks ago


San Francisco California, 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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