Client Experience Specialist

Job Description

Job Description

Are you a caring and energetic individual with attention to detail that loves customer service and creating a “wow” factor? Do you enjoy interacting with people and have a great sense of humor? Would you enjoy working for a growing, prestigious company in a fun, team environment?

At Carlson Financial, we are a close-knit company looking for the right person to join our organization in Colorado Springs. We love working with people who bring a great attitude to work every day and our Client Experience Specialists provide a warm welcome for all our clients and prospects. We desire an experienced, patient, organized, and efficient person who is willing to exceed expectations at any level of task and driven to develop a strong working relationship with our growing team.

The culture at Carlson Financial is much more than just getting a job done. We have a clear vision supported by accessible and unbiased leadership. We encourage honest feedback from teammates and treat them as our greatest strength, reinforced through our generous benefit programs. Our focus on the client promotes a fun work environment where we celebrate our partnership on a regular basis. 

Job Summary

Our Client Experience Specialists serve as the primary point of contact for potential and existing clients. Most new clients come to Carlson Financial through our robust introduction program; The Client Experience Specialist is their personal guide from the client's first experience with us through their first meeting with their Financial Advisor (and beyond).

Preferred Requirements

• Some sales and marketing experience with an understanding of sales and marketing practices
• Ability to manage daily workload with little or no supervision
• At least one year's experience as an administrative assistant
• Experience with MS Office Suite and the ability to learn new software quickly

This position requires that you possess the following skills: Client orientation, Strong organizational skills, Excellent communication both written and verbal, Attention to detail, and accuracy.

Essential Functions/Position Responsibilities

Sales/Marketing

• Develop key relationships with all prospective clients - serve as the day-to-day point of contact/face of Carlson Financial using both verbal and written communication
• Understand, identify, anticipate, develop, and manage processes and issues which impact or affect prospective and future clients
• Attend marketing events on a regular basis
• Actively engage with prospective and current clients related to scheduling and confirming appointments
• Support onboarding process and stabilization of new clients
• Assist in organizing events, event supplies, and promotional material
• Assist in the coordination of various vendor/client events
• Actively engage with prospective and current clients related to scheduling and confirming appointments
• Develop and mail letters to clients for various purposes upon request
• Record notes from client conversation in an accurate manner
• Enter and maintain database of clients and prospects
• Manage client logs and internal checklists on OneDrive
• Send the following to clients, but not limited to: Quarterly Referral letters, Reallocation letters, Appointment Reminders, Thank You notes, Birthday letters, invitations, etc.

Administrative

• Answer phones & greet clients in a friendly, warm manner
• Ensure vendor supplies and "extras" (drinks, snacks for clients) are stocked
• Manage filing system\Attend and contribute to team meetings
• Maintain the office environment in immaculate and organized condition
• Maintain job-related/industry specific compliance files (ex. check log)
• Prioritize daily tasks to be proactive in time management
• General back up administrative support for all other positions consisting of varied tasks as needed

Event Execution

• Ensure event locations are adequately prepared in advance
• Actively engage with event location staff onsite related to all logistics
• Oversee the set-up of AV equipment in banquet and meeting rooms
• Transport equipment to and from storage to event locations
• Responsible for the execution of referral program and referral events

The work schedule for this position would generally be Monday through Friday, 8:00am – 5:00pm. During weeks when events are planned, the schedule may be adjusted to accommodate with a mix of longer and shorter days. Some Friday or Saturday nights may also be required depending on the client event schedule, which is normally 1-2 events per quarter.

Starting Salary Range: $50,000 - $55,000