Saver Success Specialist

About Ubiquity

We're on a mission to empower small businesses and their employees to build financial security and peace of mind. By combining innovative technology with affordable retirement solutions and best in class customer support, we're leveling the playing field for those who need it most. If you're passionate about building products that make a real difference for the SMB space, the backbone of America, we'd love to meet you.

About the Role

The role of Saver Success Specialist plays an important part in the overall success of our client’s retirement savings plans by being the face and voice of Ubiquity to our savers. The Saver Success Specialist will answer employee questions about their retirement savings account and resolve outstanding issues to provide world-class client experience for them.

Core Responsibilities

Serve as a point of contact for savers (individual employee participants who hold a 401k account with Ubiquity) for account, compliance, and technical support at a performance that meets targeted goals and service level metrics

• Conduct inbound and proactive outbound communications with our savers to successfully address their needs in a timely manner
• Communicate with savers via chat software and demonstrate excellent written communication
• Use the CRM tool to research, respond to, and record support requests
• Escalate saver issues when appropriate and in timely manner

Proactively improve the employee enrollment and ongoing support experience, including managing the process of creating mass servicing tools and collateral, and/or creating those materials directly in collaboration with other departments, e.g. Marketing or Compliance

• Periodically gather information on Savers’ needs (via conversation, email, and/or surveys) and analyze findings to determine how to best address those needs
• Participate in company-wide objectives and meetings
• Actively maintain knowledge of 401(k) and retirement industry rules and regulations to be able to provide accurate guidance to savers

Maintain, follow, and always enforce all Ubiquity security policies and procedures. (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.)

• Skills + Experience
• At least 2-3 years in a customer service and support role
• 1-2 years 401(k) or retirement experience preferred
• 1-2 years working with cloud-based CRM platform preferred