Teams at Ubiquity Retirement + Savings

Leads an enterprise client experience team, overseeing customer service delivery, quality assurance, performance metrics, scheduling, case assignments, escalations, coaching, and process improvement. The role mentors representatives, conducts one-on-ones and quality reviews, manages service coverage across multiple channels, and partners with leadership to improve customer satisfaction and operational efficiency. Strong 401(k) plan administration knowledge and industry experience are required.

Owns the client onboarding experience from signed agreement through live retirement plan. Leads onboarding and conversion team leads, builds scalable workflows, SOPs, and training, manages timelines and service levels, partners with Product and Engineering on workflow tools, tracks operational KPIs, forecasts capacity, and resolves cross-functional onboarding issues.

Provides flexible cross-functional support across 401(k) plan onboarding, conversions, and client servicing. Manages cases through milestones and SLAs, coordinates with sponsors and external partners, supports plan setup and asset transfers, maintains Salesforce documentation, handles client communications and escalations, and ensures compliance with ERISA, IRS, and DOL requirements. The role is fully remote and requires strong organization, communication, accuracy, and adaptability in a high-volume environment.