Client Experience Specialist - Remote

Overview

SmartAsset is an online destination for consumer-focused financial information and advice that powers SmartAsset Advisor Marketing Platform (AMP), a national marketplace connecting consumers to financial advisors. Reaching an estimated 69 million people each month (as of January 2024) through its educational content and personalized calculators and tools, SmartAsset's mission is to help people make smart financial decisions. In 2021, SmartAsset ranked #561 on the Inc. 5000 and #160 on the Deloitte Technology Fast 500™ lists of fastest-growing companies, while additionally closing a $110 million Series D funding round, valuing the company at over $1 billion. Currently, SmartAsset ranks on Y Combinator's list of Top 100 Companies of all time.

In Short

• 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.

Requirements

• 1+ years telephone sales or relevant call center experience.
• Experience with multi-channel support (call, email, chat, SMS, social media) preferred.
• 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.

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.