Client Success Specialist - Remote

Overview

The Client Success Specialist is a pivotal role in establishing and nurturing the client experience through direct client interactions, answering and routing all client support questions via various channels.

In Short

• Monitor support queue and classify cases based on inquiry type.
• Research and assist in solving complicated client requests.
• Maintain knowledge of 401(k) and retirement industry rules.
• Conduct inbound and proactive outbound communications with clients.
• Use CRM tool to manage support requests.
• Collaborate with Client Success Team to improve satisfaction.
• Act as liaison between plan sponsors and internal groups.
• Ensure SLAs are met for case response rates.
• Proactively assess client needs and add value.
• Follow Ubiquity security policies and procedures.

Requirements

• 3 years experience in client service role.
• Ability to quickly diagnose and solve problems.
• Excellent follow-through and communication skills.
• 1-2 years experience with cloud-based CRM platform preferred.
• Proficient reading, writing, grammar, and mathematical skills.
• Spanish fluency is a plus.

Benefits

• Competitive compensation package.
• Generous stipend for medical, dental, and vision premiums.
• Learning and development stipends.
• 401(k) Matching.
• Monthly wellness subsidies.
• Equity incentives.
• Flexible PTO policy.
• Time off for volunteering.
• Emphasis on internal promotions.
• Regular performance reviews.
• Remote work culture.