Client Onboarding Analyst – Flex

Summary

Ubiquity Retirement + Savings is seeking a Client Onboarding Analyst – Flex to support its Client Onboarding team. The role provides cross-functional coverage across new plan onboarding, plan conversions, and client servicing, including case management, client communications, documentation, and operational support. The Analyst coordinates with plan sponsors, advisors, third-party administrators, and internal teams while maintaining service levels, accuracy, compliance, and established SLAs.

Responsibilities

• Work across New Plans, Conversions, and client servicing based on volume, coverage needs, and onboarding priorities
• Assume assigned cases, portions of cases, or temporary coverage and manage work through completion within established milestones and SLAs
• Quickly assess case status, outstanding requirements, risks, and next steps to provide seamless client coverage
• Maintain complete and 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 to obtain required information and keep cases progressing
• Identify missing information, discrepancies, or risks and resolve routine issues or escalate complex matters through established channels
• Conduct or provide coverage for onboarding and conversion meetings and provide clear guidance on required actions, timelines, and next steps
• Provide inbound phone coverage and respond to routine sponsor, advisor, and client questions within established procedures and authority
• Assist with case escalations, document management, outstanding-item follow-up, and calendar coverage to reduce operational bottlenecks
• Ensure clear handoffs when coverage changes so clients and internal teams have continuity and visibility into case status
• Perform work in accordance with established procedures and applicable ERISA, IRS, and DOL requirements; review work for accuracy and completeness
• Maintain audit-ready case documentation and follow all Ubiquity security policies and procedures
• Partner with New Plans, Conversions, Client Experience, Payroll, Compliance, Sales, Financial Operations, and other teams within established processes
• Identify recurring workflow gaps, client questions, or bottlenecks and surface opportunities for process improvement to onboarding leadership

Skills

• 3+ years of experience in the 401(k) or retirement plan industry required
• Working knowledge of 401(k) plan design, plan documents, payroll integration, and retirement plan administration
• Demonstrated ability to learn and retain procedures across multiple functions and shift between workstreams based on changing business priorities
• Proficiency in Salesforce or comparable CRM/case management tools and Microsoft Office
• Strong written and verbal communication, organization, problem-solving, and attention to detail, with the ability to manage high-volume work and changing priorities
• Bachelor's degree or equivalent combination of education and experience
• Experience in plan onboarding, implementation, conversions, recordkeeping, or client service strongly preferred
• Familiarity with ERISA, IRS, and DOL requirements preferred
• Experience conducting client-facing calls or meetings with plan sponsors, financial advisors, Third Party Administrators, or other external partners preferred
• Experience with retirement plan recordkeeping, document, compliance testing, or Form 5500 systems a plus
• QKA designation or active pursuit of ASPPA or NIPA credentials preferred

Qualifications

Must Haves

• 3+ years of experience in the 401(k) or retirement plan industry required
• Working knowledge of 401(k) plan design, plan documents, payroll integration, and retirement plan administration
• Demonstrated ability to learn and retain procedures across multiple functions and shift between workstreams based on changing business priorities
• Proficiency in Salesforce or comparable CRM/case management tools and Microsoft Office
• Strong written and verbal communication, organization, problem-solving, and attention to detail, with the ability to manage high-volume work and changing priorities
• Bachelor's degree or equivalent combination of education and experience

Nice to Haves

• experience in plan onboarding, implementation, conversions, recordkeeping, or client service strongly preferred
• familiarity with ERISA, IRS, and DOL requirements preferred
• Experience conducting client-facing calls or meetings with plan sponsors, financial advisors, Third Party Administrators, or other external partners preferred
• experience with retirement plan recordkeeping, document, compliance testing, or Form 5500 systems a plus
• QKA designation or active pursuit of ASPPA or NIPA credentials preferred

Benefits

• 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
• The opportunity to earn an additional 5% in variable compensation based on performance