Client Success Specialist

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. Core responsibilities include monitoring the support queue, classifying cases, assisting in solving complicated client requests by collaborating with different team members at Ubiquity, and reviewing internal procedures regularly to maintain the latest information to provide to clients regarding their retirement plan administration. They will also 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 clients, use the CRM tool, participate in company-wide objectives and meetings and act as a liaison between plan sponsors and other internal Ubiquity groups. They need to proactively reach out to clients to assess needs and determine ways to add value.