Client Care Specialist

Aquent is proud to partner with a dedicated firm specializing in personal retirement and healthcare planning. This organization is deeply committed to guiding individuals and families through critical life stages, providing expert advice and compassionate support to ensure financial well-being and peace of mind for their valued clients. Joining this team means contributing directly to a mission that makes a profound difference in people's lives, helping individuals navigate complex decisions with confidence and clarity.

Are you ready to be the welcoming heart of a thriving financial planning firm? This isn't just an administrative position; it's a chance to make a profound impact, ensuring every client feels valued, heard, and cared for, whether they're walking through the doors or joining virtually. You'll be the crucial link between clients and expert advisors, contributing directly to a seamless and high-touch service model and ensuring operational excellence and strong client relationships. Your dedication will directly shape the client experience, fostering trust and peace of mind at every interaction.

What You'll Do

• Warmly greet and welcome clients for in-office consultations, providing a professional and high-end experience that sets the 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 Bring

• 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.

Bonus Points

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