Client Success Specialist

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.)