Client Experience Specialist

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

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.