Client Experience Specialist

Summary

Join SmartAsset as a Client Experience Specialist and become the frontline voice for our rapidly growing business, helping connect thousands of Americans with financial advisors. This remote position requires a high volume of outbound calls (200+/day) to schedule consultations and ensure a seamless user experience. You will utilize customer service best practices and scripted messaging, accurately log interactions, and identify areas for improvement. The role emphasizes quota attainment and conversion metrics. This is a full-time position with a fixed schedule, Monday-Friday, 9am-6pm EDT. SmartAsset offers a comprehensive benefits package including health insurance, retirement plan, paid time off, and more.

Requirements

• 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)

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

Benefits

• All roles at SmartAsset are currently and will remain remote - flexibility to work from anywhere in the Contiguous 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
• Supplemental Short-term and Long-term Disability
• FSA: Medical and Dependent Care
• 401K
• Equity packages for each role
• Time Off: Vacation, Sick and Parental Leave
• EAP (Employee Assistance Program)
• Financial Literacy Mentoring Program
• Pet Insurance
• Home Office Stipend