Client Experience Specialist/FMG (Remote)

What We Do We help Financial Professionals build and grow their business in a variety of different ways. With over 40,000 clients benefiting from our innovative solutions, we are dedicated to transforming their mar keting efforts into growth engines. FMG is the leading all-in-one digital marketing platform empowering financial advisors, insurance agents, and enterprises with scalable and compliant marketing solutions designed to drive organic growth. Consistently ranked #1 in market share and customer satisfaction in the T3 Software Survey Report, FMG helps clients stay ahead of evolving trends and effectively implement marketing best practices. Through an intuitive, centralized platform, FMG enables users to efficiently manage websites, email, texting, social media, events, blogs, videos, and more—all in one place. About Our Culture At FMG, we have crafted an extraordinary work environment that perfectly balances hard work with an incredible team spirit. Since our inception over a decade ago, we've grown into a thriving community of 450+ dedicated employees spread across the globe. Our fast-paced, results-driven culture is matched by our commitment to maintaining a healthy work/life balance, ensuring that our team members feel fulfilled both personally and professionally. Collaboration and open, thoughtful communication are at the heart of what we do. Our mission is to invest in motivated, successful individuals, supporting them as they excel both inside and outside of the workplace. We're building a winning team of A+ players, and we invite you to be a part of this amazing journey. At FMG, you'll find an environment that champions growth, celebrates achievements, and fosters a sense of belonging. Join us, and let's create something extraordinary together! Our Employee Benefits At FMG, we’re serious about being an awesome place to work! We’ve earned the USA Top Workplace award four years running now, and we’re always looking for ways to keep things great—like regularly checking in on our benefits and pay to make sure you’re getting a truly competitive package. Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown. Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave. Our robust insurance plan includes: 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! We’ll provide you with the work computer equipment you need to set you up for success! Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style! About the Role 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. Compensation This position offers $40,000. What You'll Own Client Advocacy & Communication 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. Request Coordination & Execution 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. Team Contribution 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. AI - First Expectation We are looking for people who already use AI in their daily lives and are excited about what it can do. Whether that is drafting faster, researching smarter, or just finding a better way to get something done, that instinct translates directly to this role. At work, AI tools will be a regular part of your day, with clear guidance from leadership on how and where to apply them. Beyond the day-to-day, we want people who stay curious. If you spot a way AI could make something faster, easier, or better for clients, say so. That kind of thinking is exactly what FMG is building toward, and the people closest to the work are often the first to see where the opportunities are. What You Bring You are a natural communicator who takes ownership, stays organized under pressure, and genuinely enjoys helping people. You do not wait to be told what to do next. You already know. Primary Responsibilities & Expectations 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. Experience in SaaS, financial services, or marketing technology is a plus. 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) Skills and Qualifications 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. At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to inclusion in our employees, services, and products, as well as in the communities in which we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information. If you require accommodation to complete the application or interview process, please contact [email protected] . You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/