Client Experience Specialist

About SmartAsset

SmartAsset is an online destination for consumer-focused financial information and advice, whose mission is helping people make smart financial decisions, reaching over an estimated 59 million people each month (as of January 2025) through our educational content and personalized calculators and tools. To extend our mission, we also operate SmartAsset Advisor Marketing Platform (AMP), which helps connect consumers with fiduciary financial advisors. SmartAsset has earned recognition on the Inc. 5000 (#2574 in 2023) and Deloitte Technology Fast 500™ (#250 in 2022) lists. Currently, SmartAsset ranks on Y Combinator’s list of Top 100 Companies. A successful $110 million Series D funding round in 2021 valued the company at over $1 billion.

Other than application and licensing fees, SmartAsset did not provide compensation for the aforementioned awards.

About The Job

We are seeking energetic sales professionals who are passionate about developing relationships and creating positive user experiences. As a Client Experience Specialist, you will join the fastest growing part of our business, helping thousands of Americans find and speak with financial advisors throughout the country.

Client Experience Specialists are the frontline voice for the company and play an integral part of our success as we facilitate communication and schedule meetings between investors and financial advisors. You will play a substantial role in driving that success.

This is a remote position with a fixed schedule of Monday through Friday from 9am to 6pm EDT.

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/Experience You Have

• 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.

Physical Requirements

• 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).

Available Benefits And Perks

• 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).

Key skills/competency

• Client Relationship Management
• Outbound Calling
• Customer Service
• Sales Support
• CRM Software
• Performance Metrics
• Communication Skills
• Time Management
• Financial Services Acumen
• Problem Solving