[Remote] Client Experience Specialist

Note: The job is a remote job and is open to candidates in USA. SmartAsset is an online destination for consumer-focused financial information and advice, helping people make smart financial decisions. The Client Experience Specialist will engage directly with consumers, facilitating communication and scheduling meetings between investors and financial advisors, while ensuring a positive user experience.

Responsibilities

• Engage directly with consumers by performing a high volume of outbound phone calls (200+ calls/day expected)
• Consistently meet or exceed individual and team performance metrics, including both qualitative and quantitative goals
• Serve as a trusted guide for users navigating the process of connecting with vetted financial advisors
• Proactively contact users who have expressed interest and schedule advisor consultations, ensuring a seamless experience
• Utilize a combination of customer service best practices and scripted messaging to deliver a tailored, high-quality experience
• Accurately log all user interactions, challenges, and outcomes in our internal CRM system
• Identify and escalate recurring user pain points to improve the overall experience
• Contribute to ongoing improvements by sharing insights and suggestions with team leads and cross-functional partners
• Support additional projects or initiatives as needed in a fast-paced, collaborative environment

Skills

• 1+ years of high-volume call center experience required
• Comfortable in an environment where quota attainment and conversion metrics are heavily emphasized
• Ability to learn and quickly adapt based on user and business needs
• Organized, detail-oriented, and excellent time-management skills
• Must be available to work some holidays or weekends during peak seasons
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to communicate via phone calls and/or video conferences (mainly for concierge and sales roles)

Benefits

• Fully Remote Work: All roles are fully remote within the contiguous U.S., giving you flexibility to do your best work from where you thrive.
• Comprehensive Health Coverage: Multiple Medical, Dental, and Vision plan options through trusted national carriers—so you can choose what fits your needs.
• Life & Disability Protection: Company-paid Life/AD&D coverage, with options to add supplemental life and disability plans for extra peace of mind.
• Financial Wellness: 401(k) with employer match, pre-tax savings through FSA and HSA options, and equity packages offered for every role.
• Time Off That Works: Generous vacation, sick, and parental leave policies—because balance matters.
• Additional Perks: Pet insurance, home office stipend, and Employee Assistance Program (EAP)

Company Overview