Saver Success Specialist

Ubiquity Retirement and Savings (dba Decimal Inc); United States; Remote; USD 54,000 - 66,000; Full time

Benefits offered by this job

Health benefits

401(k) match

Wellness stipend

Home office stipend

Remote work

Job summary

Ubiquity Retirement and Savings (dba Decimal Inc) is seeking a Saver Success Specialist to serve as the face and voice for savers, answering questions about their 401(k) accounts and resolving issues to deliver world-class service.

You will handle inbound and proactive outbound communications, use CRM tools, and collaborate with other departments to improve enrollment and support experiences while staying current on 401(k) rules and security policies.

Qualifications

• 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.

Responsibilities

• Serve as a point of contact for savers for account, compliance, and technical support.
• Conduct inbound and proactive outbound communications with savers.
• Communicate with savers via chat 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.
• Improve enrollment and ongoing support experience, including creating mass servicing tools and collateral.

Skills

Customer service

Retirement industry knowledge

CRM experience

Tools

CRM platform

Job description

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

Benefits & Perks

• Health, dental, and vision coverage — 90% of your premium covered, 60% for dependents
• 401(k) with company match up to 4% of your gross annual pay
• $100/month wellness reimbursement + $300 home office stipend
• Fully remote, flexible work culture

Compensation

This position offers an annual base salary of $60,000, plus a target annual performance bonus of 5%