[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 millions make smart financial decisions. The Client Experience Specialist will engage with consumers to connect them with financial advisors, ensuring a positive user experience through high-volume outbound calls and effective communication.

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