Client Care Specialist

Overview

Imagine being the welcoming heart of a thriving financial planning firm, where your daily interactions directly foster trust, peace of mind, and financial security for families navigating major life milestones. Aquent is proud to partner with a highly respected firm dedicated to empowering individuals to achieve financial well-being through expert retirement and healthcare planning. In this pivotal role, you will be the crucial link between clients and expert advisors, shaping a seamless, high-touch service experience that leaves a lasting, positive impact on every person who connects with the firm.

About the Company

Our client is built on a foundation of compassionate support and tailored advice, making a tangible difference in people’s lives by guiding them through crucial financial decisions. By joining this dedicated team, you will contribute directly to a mission that profoundly impacts people’s lives, helping individuals navigate complex retirement and healthcare decisions with confidence and clarity.

How You’ll Make an Impact

In this dynamic position, you will manage both the physical and virtual front-of-house operations, ensuring every client feels valued, heard, and cared for. From preparing critical meeting materials to managing calendars and documenting client journeys, your work ensures operational excellence and strong, lasting client relationships.

• Warmly greet and welcome clients for in-office consultations, providing a professional and high-end experience that sets a positive tone for their visit.
• Seamlessly guide virtual clients into Zoom meetings, offering technical assistance as needed to ensure smooth, uninterrupted interactions.
• Serve as the primary voice of the office, managing inbound calls with complete ownership of client inquiries and ensuring thorough, satisfying resolutions.
• Maintain a polished, high-end, and welcoming front lobby and conference room environment, reflecting the firm’s commitment to excellence.
• Prepare daily meeting materials, including client binders and comprehensive reports, ensuring advisors are fully equipped and prepared for every consultation.
• Execute post-meeting action items with precision, such as following up with clients, family members, or trusted contacts to facilitate smooth transitions and ongoing service.
• Efficiently manage and coordinate advisor calendars, scheduling appointments via phone, email, text, or immediately following meetings, optimizing their valuable time.
• Utilize Salesforce to retrieve critical client details, past meeting notes, and interaction histories in preparation for every call or visit, ensuring personalized service.
• Meticulously document all client interactions, including phone calls, emails, and front-desk engagements, within Salesforce to maintain comprehensive, up-to-date client records.
• Commit to obtaining a State Life & Health Insurance License within the first 30 days of employment, fully funded and supported by the firm, to assist with policy service requests and healthcare paperwork.

What You’ll Need to Succeed

• A minimum of 2 years of experience in a high-touch customer service, front office, or administrative role where client satisfaction was paramount.
• An active State Life & Health Insurance License is preferred, OR a strong commitment to study for and pass the exam within your first 30 days of employment (all study materials and exam fees will be covered).
• Proficiency with CRM systems, with Salesforce experience highly preferred, demonstrating your ability to manage client data effectively.
• Strong familiarity with Zoom, virtual meeting setups, and modern multi-line phone systems, enabling seamless communication.
• Proficiency in Microsoft Office / Google Workspace (email, calendar, document sharing) for efficient daily operations.
• Exceptional verbal and written communication skills, coupled with a patient, empathetic, and solution-oriented mindset that puts clients at ease.
• Outstanding multi-tasking abilities and a high attention to detail, especially in fast-paced environments where precision is key.

Nice-to-Have Qualifications

• Prior experience in financial planning, insurance, legal, medical, or luxury hospitality settings, bringing a refined understanding of client service.