Client Care Specialist [SK-11088]

About the role

Aquent is partnering with a leading firm dedicated to making retirement and healthcare planning a deeply personal and seamless experience for every client. This organization prides itself on delivering high-touch service and building lasting relationships, ensuring clients feel valued, heard, and expertly cared for throughout their financial journey. You’ll be the welcoming heart of a dynamic team, crafting an unparalleled client experience that sets the standard for hospitality. As the primary point of contact, you’ll ensure every interaction, whether in-person or virtual, is warm, efficient, and professional.

Responsibilities

• Provide a warm and professional welcome to clients arriving for consultations, both in-office and virtually. Seamlessly guide virtual clients into meetings, offering technical assistance as needed.
• Serve as the primary voice for inbound calls, taking complete ownership of client questions and inquiries. Proactively resolve issues and ensure all follow-ups are completed, scheduling formal advisor meetings when direct expertise is required.
• Maintain a polished, high-end, and welcoming atmosphere in client-facing areas, including the front lobby and conference rooms.
• Assemble and review daily preparation materials, client binders, and reports for all advisor meetings.
• Execute post-meeting action items assigned by advisors, including following up with clients, family members, or trusted contacts to ensure smooth transitions and timely completion of tasks.
• Coordinate and manage schedules, booking appointments efficiently via phone, email, text, or immediately following advisor meetings.
• Actively retrieve client details, past meeting notes, and interaction histories from CRM systems prior to calls or visits.
• Meticulously document every phone call, email, and front-desk interaction within CRM systems to maintain a comprehensive client history for the team.
• Obtain a state-specific Life & Health Insurance License within the first 30 days of employment (100% funded and supported by the firm) to assist with policy service requests and healthcare paperwork.

Requirements

• 2+ years in a high-touch customer service, front office, or administrative role.
• Commitment to study for and pass the state-specific Life & Health Insurance License exam within your first 30 days (all study materials and exam fees covered by the firm).

Skills

• Proficiency with CRM systems (experience with leading platforms highly preferred).
• Strong familiarity with virtual meeting setups and modern multi-line phone systems.
• Proficient in standard office software for email, calendar, and document sharing.
• Exceptional verbal and written communication skills with a patient, empathetic, and solution-oriented mindset.
• Outstanding multi-tasking abilities with high attention to detail in fast-paced environments.

Nice-to-Have Qualifications

• Experience in financial planning, insurance, legal, medical, or luxury hospitality settings.
• An active state-specific Life & Health Insurance License.

Pay

The target hiring compensation for this role is a $45,000 – $60,000 base salary + a bonus structure of up to 100% of base salary. Compensation is based on several factors including, but not limited to, education, relevant work experience, relevant certifications, and location.