Client Experience Specialist

Summary

Join SmartAsset's rapidly growing team as a Client Experience Specialist! This remote position offers a fixed schedule and involves interacting with consumers via phone, email, SMS, and live chat to connect them with financial advisors. You will guide users through the matching process, schedule meetings, build relationships with advisors, and document interactions. Success in this role requires strong communication and customer service skills, along with experience in telephone sales or a call center environment. SmartAsset provides a comprehensive benefits package including health insurance, paid time off, parental leave, and more.

Requirements

• 1+ years telephone sales or relevant call center experience
• Strong communication skills (Including Email) and a great phone presence
• Strong email writing skills with attention to detail
• Ability to learn and quickly adapt based on user and business needs
• Comfortable in a fast-paced, high growth environment
• Organized, detail-oriented, and excellent time-management skills
• Must be available to work some holidays or weekends during peak seasons

Responsibilities

• Interact with consumers via phone (inbound and outbound), email, SMS text and live chat
• Guide SmartAsset users through the process of matching and meeting with financial advisors
• Call users expressing interest in speaking with financial advisors to schedule calls with financial advisors
• Build valuable relationships with our financial advisor partners
• Leverage customer service skills and scripted talking points to deliver personalized service
• Document and communicate user challenges
• Document all customer interactions and outcomes in our internal CRM
• Meet personal/team qualitative and quantitative targets
• Drive innovation by providing thoughtful feedback
• Other projects and duties as assigned

Preferred Qualifications

Experience with multi-channel support (call, email, chat, SMS, social media)

Benefits

• All roles at SmartAsset are currently and will remain remote - flexibility to work from anywhere in the US
• Medical, Dental, Vision - multiple packages available based on your individualized needs
• Life/AD&D Insurance - basic coverage at 100% company paid, additional supplemental available
• Short-term and Long-term Disability
• FSA: Medical and Dependant Care
• 401K
• Equity packages for each role
• Time Off: PTO, 3 Month Paid Parental Leave, Secondary Caregiver Leave
• EAP (Employee Assistance Program)
• Employee Resource Groups supporting our underrepresented communities
• Pet Insurance
• Home Office Stipend