Client Experience Specialist/FMG (Remote)

FMG•Sandy, UT

11d•$40,000 - $40,000•Remote

About The Position

The Client Experience Specialist is the front face of FMG. This is the person clients turn to when they need help, guidance, or a problem solved, and the quality of work done here directly shapes how clients feel about FMG every single day. Client Experience Specialists communicate with clients across phone, live chat, and email, handling everything from simple website change requests to more complex product questions. They are expected to address client needs with both speed and care, setting clear expectations, following through on every commitment, and ensuring nothing falls through the cracks. Each specialist works within a single vertical, either our wealth management or Protection and Benefits audience, developing deep familiarity with that client base and what success looks like for them. This is a fully remote, individual contributor role reporting to a Client Experience Team Lead for day-to-day guidance and support. It requires someone who is genuinely service-minded, organized under pressure, and able to work independently without sacrificing the collaborative habits that make the team stronger. The best Client Experience Specialists at FMG are not just reactive responders. They are advocates who take ownership, communicate proactively, and treat every client interaction as a reflection of the company.

Requirements

Experience in a client-facing role, such as account management, project coordination, or client support.
Familiarity with CRM and productivity tools; ability to learn new systems quickly.
Comfortable working independently in a fully remote environment with strong async communication habits.
Access to a private & secure workspace, free from distractions
Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)
Exceptional written and verbal communication, clear, warm, and professional in every interaction.
Detail-oriented and organized; able to manage multiple client needs simultaneously without anything slipping.
Proactive problem-solver who looks for the answer before asking, and asks clearly when they need to.
Strong follow-up and follow-through; clients always know where things stand.
Collaborative team player who relies on others well and is equally reliable in return.
Quick on their feet; comfortable fielding questions and unexpected situations as they happen.
Proficient in Google Workspace, Slack and tech tools in general.
Already use AI in their daily lives and are excited about what it can do.

Nice To Haves

Experience in SaaS, financial services, or marketing technology is a plus.

Responsibilities

Communicate with clients via phone, live chat, email, and web meetings to ensure expectations are met.
Promptly address client inquiries, issues, and feedback, and follow up to ensure they are fully resolved.
Understand each client’s goals and needs to deliver a seamless, consistent experience.
Set clear expectations on timelines and next steps, and follow through on every commitment.
Exercise patience and professionalism in every interaction.
Perform inbound product and website change requests, from simple to more complex configurations.
Coordinate with internal teams to ensure more involved client requests are completed accurately and on time.
Collaborate across departments to create a consistent and positive client experience.
Participate in ongoing team meetings to share ideas, surface client feedback, and stay aligned on process.
Leverage FMG’s full suite of tools, including Google Workspace, Slack, and support platforms, to do the work efficiently.
Contribute observations and client feedback to help the team continuously improve.
Use AI tools regularly as part of the daily workflow.
Identify and suggest ways AI can improve processes for clients.

Benefits

Generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
Comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
Medical with $0 co-pay Telehealth plan
Dental
Vision
Health Savings Account (HSA) with generous employer contributions
Flexible Spending Accounts (FSA)
Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
Company-paid Short & Long Term Disability coverage
Company-paid Employee Assistance Program (EAP)
Matching 401(k) with immediate full vesting
On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
Internet & Gym Reimbursement!
Work computer equipment provided