The Client Support Specialist operates at the center of the client experience at SmartPro Financial.
The person in this role owns the flow of communication, keeps the new business pipeline moving, and ensures every client interaction reflects the firm’s commitment to premium, relationship-driven service. It requires someone who is as comfortable building genuine client relationships as they are managing the details behind the scenes.
Duties & ResponsibilitiesCommunication Management
- Answer incoming phone calls and proactively reach out to clients for timely service needs.
- Serve as the gatekeeper for the advisor to properly route incoming and outgoing requests.
- Actively monitor the advisor’s email to prioritize and respond to messages.
- Manage the advisor’s calendar to organize and schedule meetings.
- Help develop and distribute regular communications to clients and prospects.
Client Service
- Build genuine relationships with existing and new clients to reinforce trust in the firm and strengthen client retention.
- Execute a repeatable service schedule to ensure all clients receive sufficient, ongoing communication.
- Maintain a high level of integrity and discretion with confidential data to protect sensitive information.
- Maintain detailed notes from conversations and processing tasks in CRM tools.
New Business Pipeline
- Track referrals and organic contacts to ensure prospective clients don’t fall through the cracks.
- Take ownership of each stage of the client onboarding process.
- Identify pain points and inefficiencies in processes to continuously improve the onboarding experience.
- Monitor new account workflows to ensure paperwork and processing tasks move efficiently with SmartPro Support.
Administrative Tasks
- Learn and understand the parties involved in processing all types of business (financial plans, investments, insurance, etc.).
- Work with SmartPro Support to complete account-related service tasks including contributions/distributions, beneficiary updates, and investment model changes.
- Perform regular evaluations of company processes and update or document processes in the Operations Manual.
- Track and report key firm metrics to the Lead Advisor on a monthly basis.
Skills & ExperiencePeople Skills & Client Relations
- Warm, professional communication style — able to build rapport quickly with clients and teammates alike.
- Emotionally intelligent: reads situations well, responds with care, and navigates sensitive conversations with confidence.
- Comfortable being the first point of contact for client inquiries, even when the answer requires research or escalation.
Multitasking & Organization
- Able to manage a high volume of concurrent tasks without losing momentum or letting details slip.
- Skilled at transitioning between communication management, scheduling, administrative tasks, and pipeline work throughout the day.
- Uses tools (CRM, calendar, task lists) proactively to stay organized and keep others informed.
Attention to Detail
- Meticulous accuracy in data entry, CRM notes, client records, and processing tasks.
- Catches inconsistencies and errors before they become problems.
- Understands that in a financial services context, precision is a non-negotiable standard.
Project & Process Management
- Comfortable managing multi-step processes with multiple stakeholders, keeping each stage moving forward.
- Documents and maintains written processes to create consistency and institutional knowledge.
- Tracks open items to completion and escalates as needed to meet deadlines.
Problem Solving
- Proactively identifies bottlenecks and inefficiencies and brings proposed solutions to the team.
- Comfortable navigating ambiguous situations and routing issues to the right person when needed.
- Approaches challenges with a calm, solutions-first mindset.
Expectations & Benefits - The terms below are based on current business needs and are subject to change as the firm continues to grow and evolve.
Culture
We are driven by our core values to Be Brave, Breathe Life, and Leave Normal behind.
Our mission and culture closely mirror the work done by Ramsey Solutions — instilling hope and spreading common-sense, biblical principles about money, with an intentional focus on the individual client household.
We’ve built a workplace where hard work is celebrated, respect is non-negotiable, and every team member is encouraged to grow and reach their full potential.
In simple terms, we expect each team member to be hungry, humble, and smart — as defined in The Ideal Team Player by Patrick Lencioni.
Evaluation
New team members are evaluated on a 30/60/90-day review basis to identify areas needing improvement or additional training.
All team members should be open to constructive feedback regularly as we strive for a culture of ongoing accountability and personal and professional development.
Compensation
The initial compensation rate is a starting point. We are a growing firm and are expanding our team to create more capacity and efficiency.
As the firm grows, the goal is to increase each team member’s income through increased base pay and other incentives.
Opportunities for additional income streams are available by becoming licensed and participating in the growth of the firm through client acquisition and service.
Work Location: 102 Renaissance Cir, Mauldin, SC 29662
Collaborative, in-person work is essential to training and ongoing process improvement.
On occasion, opportunities for remote work may be available based on team-based activities, announced in advance or approved by special request.
Hours of Operation
Standard Office Hours
- Monday – Friday
- 8:00 AM – 5:00 PM Eastern Time
Client Service Hours
- Monday – Friday
- 8:30 AM – 5:00 PM Eastern Time
Paid Holidays
- New Year’s Day (or Federal observed)
- Martin Luther King, Jr. Day
- Good Friday
- Memorial Day
- Independence Day (July 4)
- Labor Day
- Thanksgiving Day
- Black Friday (day after Thanksgiving)
- Christmas Eve (or Federal observed)
- Christmas Day (or Federal observed)
Paid Time Off (PTO)
Our company offers an unlimited PTO policy, allowing employees to take time off as needed without a set limit, provided they effectively manage their workload to ensure business continuity.
PTO requests are approved based on business needs and team coverage. This policy is a privilege of employment and does not override the priority of all employees to consistently deliver a superior client experience.
Sick Time
Sick time is managed primarily on an honor system. Sick employees are requested to stay home and limit exposure to others. If sickness permits, we ask that employment tasks and client service be completed remotely to maintain continuity. The focus of this policy is to ensure our clients always experience a consistent, premium level of service.
Work Location: In person
