Client Experience Specialist at SmartAsset in Remote

Summary: 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 Required Qualifications: - 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) Required Skills: High-volume call center experience Important Skills: Customer service best practices, CRM system proficiency Nice-to-Have Skills: Time-management skills, Organizational skills 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)