Saver Success Specialist

  • Full-time

Company Description

Ubiquity Retirement + Savings® has a simple mission: to empower small businesses and their employees to create a more secure financial future by leveraging technology with affordable retirement solutions and world-class customer support.

For over 23 years, we have helped workers save more than $2.8 billion toward their retirement and opened 401(k) plans for 10,000+ small businesses—pioneering a transparent, flat-fee experience. Our tenured team are retirement experts and future-you champions.

Ubiquity also produced a hard-hitting documentary with producers and editors from CNN, highlighting the challenges Americans face in saving for their futures. Watch Broken Eggs: The Looming Retirement Crisis in America today (link at the bottom of the post) and join the movement towards building a bright retirement.

This is a 100% remote position and we encourage applicants from all over the US to apply. We know that allows you to balance your skill set while being empowered with autonomy as a subject matter expert. Ubiquity is known for our unique and thriving company culture, our ongoing investment in our employees, and for providing a clear career path for your future. We average a 65 eNPS each quarter and our Glassdoor reviews reflect our focus on you. Do more here and make more of a difference to small businesses everywhere!

Learn more about our values: https://www.myubiquity.com/about/

See us in the news: https://www.linkedin.com/company/ubiquity-retirement-savings

Find out what our employees think: https://www.glassdoor.com/Reviews/Ubiquity-Retirement-Savings-Reviews-E101757.htm

Watch Broken Eggs on YouTube: https://www.youtube.com/watch?v=kmtjJVC_niI

We value accountability, collaboration, and transparency. Proudly one of the Best Places to Work and Entrepreneur Magazine's Top 150 Company Cultures, we take what we do seriously and always strive to be happy at work. Our four company values* and our motto “Freedom with Accountability” guide the way we work to support our mission.

We are a growing company that wants you to be a part of our success!

 

Job Description

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 a 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

Qualifications

Competencies

Customer Focus - Keeps internal and external customers in mind at all times and proactively seeks ways to improve service delivery. Emphasizes a team approach to providing great customer service. Solicits customer feedback and ensures their needs have been fully met.

Analytical - Ability to quickly diagnose problems and solve them with little to no supervision. Excellent math skills.

Organization - Capable of managing multiple clients and priorities, and thrive in a deadline-driven environment with frequently changing priorities

Communication - Use of appropriate and effective language used for a given situation and actively engages in conversations to understand others’ message. Excellent written and verbal communications, including for the design of mass servicing collateral and tools.

Accountability - Takes personal responsibility for the quality, accuracy, and timeliness of work, and achieves results with little oversight. Stays focused on work and makes the best use of time and resources. Excellent follow through and communication of updates.

 

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

Additional Information

This is a full-time salaried position that is 100% remote. Please follow application instructions carefully and make sure to submit a cover letter along with your resume. *Plus, find our four values on our website and list them in your cover letter.

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

We offer:

  • Competitive compensation package
  • Generous stipend toward premiums for medical, dental, and vision
  • 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

Ubiquity Retirement + Savings is an equal employment opportunity employer for all applicants and employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws.