Ubiquity Retirement + Savings

Onboarding Specialist

• Work across New Plans, Conversions, and client servicing based on volume, coverage needs, and onboarding priorities
• Manage assigned cases, portions of cases, or temporary coverage through completion within established milestones and SLAs
• Assess case status, outstanding requirements, risks, and next steps
• Maintain accurate case notes, milestone documentation, and communications in Salesforce and Ubiquity systems
• Support new plan setup from contract through go-live, including plan design review, document preparation, trust and investment setup, payroll integration, client education, and first-contribution readiness
• Support plan conversions through go-live, including plan and prior recordkeeper review, data collection, blackout coordination, asset transfer activities, reconciliation support, and milestone tracking
• Coordinate with plan sponsors, advisors, Third Party Administrators, and prior recordkeepers
• Identify missing information, discrepancies, or risks and resolve routine issues or escalate complex matters
• Conduct or provide coverage for onboarding and conversion meetings
• Provide inbound phone coverage and respond to routine sponsor, advisor, and client questions
• Assist with case escalations, document management, outstanding-item follow-up, and calendar coverage
• Ensure clear handoffs when coverage changes
• Perform work in accordance with established procedures and applicable ERISA, IRS, and DOL requirements
• Maintain audit-ready case documentation and follow Ubiquity security policies and procedures
• Partner with New Plans, Conversions, Client Experience, Payroll, Compliance, Sales, Financial Operations, and other teams
• Identify workflow gaps, client questions, or bottlenecks and surface process-improvement opportunities to onboarding leadership

Client Onboarding Analyst

• Manage an assigned pipeline of new 401(k) plan cases from initial contract through go-live on Ubiquity’s platform
• Track cases against established milestones and SLAs using Salesforce and internal case management tools
• Draft plan documents based on selected plan design elections and ensure compliance with ERISA, IRS, and DOL requirements
• Review and verify plan design elections, identifying inconsistencies or missing information
• Establish trust accounts and confirm investment elections are properly configured
• Maintain accurate case records, notes, and milestone documentation in Salesforce and Ubiquity’s recordkeeping system
• Coordinate payroll setup requirements, including contribution data, employee census information, and payroll schedules
• Guide plan sponsors through payroll-system connection and integration steps
• Monitor initial payroll submissions, troubleshoot contribution, eligibility, and file-format discrepancies, and escalate unresolved issues
• Serve as the primary point of contact for plan sponsors, financial advisors, and Third Party Administrators
• Conduct kickoff calls and provide milestone-based updates, platform education, and onboarding guidance
• Obtain required documentation, signatures, and plan elections
• Ensure setup tasks comply with ERISA, IRS, and DOL requirements
• Review completed setup work for accuracy and correct errors before go-live
• Stay current on IRS and DOL regulations, contribution limits, and SECURE Act provisions
• Maintain and enforce Ubiquity security policies and procedures
• Coordinate with internal teams and partner with Sales and Client Experience for smooth handoffs
• Identify process improvements and support colleagues during high-volume periods

Client Onboarding Analyst – New Plans

Consultant

• Lead plan design discussions with new and converting plan sponsors
• Explain plan provisions, eligibility requirements, contribution formulas, vesting schedules, and design options
• Guide clients through plan elections and explain their implications
• Answer plan design questions and recommend appropriate options
• Identify and resolve or escalate plan design issues and compliance concerns
• Explain plan compliance and calculation review results, including new comparability allocations
• Conduct new and conversion client calls to gather elections, review provisions, and confirm requirements
• Serve as the primary contact for plan design questions throughout onboarding
• Manage concurrent onboarding and conversion cases while meeting timelines and SLAs
• Translate client decisions into accurate, updated plan documents with the Documents team
• Review draft plan documents against client elections
• Manage handoffs from Retirement Plan Consultants into onboarding
• Coordinate with Compliance, Conversions, and Client Experience teams
• Maintain case notes and documentation in Salesforce and Ubiquity systems
• Identify process, documentation, and communication gaps and recommend improvements

Plan Consultant

Team Lead

• Manage the logistics and quality of the Client Experience team to ensure exceptional service delivery and customer satisfaction
• Provide leadership, guidance, and support to customer service representatives
• Use reporting and productivity data to guide strategic planning, oversight, coaching, and performance improvement
• Identify performance and efficiency opportunities using QA observations, attendance, and productivity metrics
• Conduct regular quality assurance reviews and communicate feedback and training needs
• Collaborate with peers and department leaders on Client Experience strategies, processes, and policies
• Serve as the first point of contact for escalations, reviews, and low survey scores
• Create and maintain weekly team schedules with adequate coverage across service channels and operating hours
• Manage case assignments according to team members’ knowledge and experience
• Review team queues weekly to enforce queue hygiene and escalate violations
• Support other Customer Success projects as assigned
• Conduct one-on-ones with team members at least every two weeks
• Maintain, follow, and enforce Ubiquity security policies and procedures

Client Onboarding Analyst

Client Onboarding Analyst – New Plans

Plan Consultant

Team Lead, Client Experience