Future Care Advisor

Job Description

Job Description

Compensation Notice:   This is a commission-only position. Earnings are based entirely on sales performance, and no base salary or hourly wage is provided. Additional details regarding the commission structure will be discussed during the interview process.

Why Join Heritage Family? 

Since 1943, Heritage Family has been a trusted name in personal, compassionate care. Our legacy is built on meaningful service, deep respect, and a commitment to honoring every life.

At Heritage Family, we offer more than a job — we offer purpose. Our team is united by shared values and a mission that matters:

•   Honor Every Life with Compassion: We provide personalized, heartfelt services that celebrate each unique life, meeting families where they are with care and understanding.

• Lead with Innovation and Respect : We blend time-honored traditions with modern approaches to create thoughtful, meaningful experiences for the families we serve.

• Foster a Culture of Empathy: We care deeply — for our communities and for one another. You’ll join a team that supports and values every voice, empowering you to make a lasting difference.

A career in deathcare is both a calling and a responsibility. At Heritage Family, you’ll find a supportive environment where you can grow professionally while helping others in some of life’s most tender and meaningful moments.

Position Summary: 

The Future Care Advisor plays a vital role in serving families before and after the time of need by providing compassionate guidance and professional expertise in prearrangement and aftercare services. This position is responsible for educating families on available options, coordinating preneed and aftercare programs, maintaining relationships within the community, and ensuring compliance with company and regulatory standards.

This role also supports families by guiding them through future care options, benefits, and funding mechanisms, using a consultative and relationship-based approach. The Advisor manages a structured pipeline, builds long-term relationships, and collaborates with funeral home leadership to meet community and business goals

Essential Duties and Responsibilities:

Family Arrangements and Preneed Sales

• Conduct preneed and at-need family meetings in a professional, organized, and caring manner.
• Present and explain all funeral, cremation, and memorial options, ensuring families make informed decisions aligned with their needs and preferences.
• Complete all required documentation, including contracts, applications, and vital records, and ensure accuracy and legal compliance.
• Obtain required signatures, collect initial payments, and establish approved payment plans when applicable.
• Maintain complete and accurate preneed files, including copies of contracts, insurance documents, acceptance letters, and correspondence.
• Use consultative, needs-based planning techniques to help families explore wishes, priorities, and budgets.
• Educate families on insurance-funded and trust-funded preneed options in compliance with state laws.
• Enter all appointments, leads, and outcomes into CRM timely to maintain accurate pipeline reporting.
• Coordinate appointments and communication with funeral home leadership to ensure a seamless family experience.

Prospecting and Community Outreach

• Proactively generate leads through community engagement, seminars, referrals, and social media or direct mail campaigns.
• Schedule, prepare, and present Preneed Seminars at senior centers, churches, veteran organizations, and other community groups.
• Establish and maintain relationships with community partners and referral sources to expand awareness of Heritage’s preneed services.
• Follow up promptly on all leads and inquiries to schedule appointments and provide education on planning ahead.
• Develop and execute a monthly outreach plan including seminars, workshops, referral visits, and digital engagement.
• Collaborate with Marketing on materials, campaigns, and educational content.
• Track outreach activities and measure effectiveness to meet performance goals.
• Represent Heritage Family at community events and networking functions to strengthen brand presence.  

Aftercare and Family Follow-Up

• Provide compassionate aftercare support to families following funeral services.
• Deliver aftercare materials or keepsakes and maintain meaningful contact with families.
• Conduct follow-up calls or visits to discuss prearrangement opportunities, document interest, and schedule future appointments.
• Maintain sensitivity and professionalism when discussing preplanning following a loss.
• Implement the structured Aftercare Follow-Up Program, documenting each contact point.
• Identify families who may benefit from grief resources or community programs and provide appropriate referrals.
• Maintain a rolling 90-day pipeline of aftercare and preneed opportunities with consistent nurturing.
• Ensure smooth and sensitive transition from bereavement support to future care planning discussions

Administration and Compliance

• Maintain accurate records in CRM and preneed tracking systems, including lead activity, appointments, and sales outcomes.
• Support preneed audits and compliance reviews as required by management or regulatory bodies.
• Adhere to all company policies, licensing regulations, and ethical standards for preneed sales and insurance.
• Participate in team meetings, ongoing training, and professional development opportunities.
• Ensure all insurance applications, trust forms, disclosures, and state-required documents are completed accurately and submitted within required timeframes.
• Stay current on all licensing requirements and regulatory changes affecting preneed sales.
• Protect personal, financial, and health-related family information with strict confidentiality.
• Monitor reserve balances and payment plans to ensure families are informed and policies remain in good standing.

Performance Expectations

• Meet monthly appointment, outreach and sales goals established by leadership.
• Ensure timely, accurate CRM documentation and compliance submissions.
• Maintain strong family satisfaction scores and uphold Heritage service standards.

Skills and Qualifications

The Future Care Advisor must meet the following qualifications and requirements: 

• Demonstrated ability to communicate with compassion, empathy, and professionalism.
• Proven success in sales, relationship building, or customer service roles, preferably in funeral, insurance, or related industries.
• Strong organizational, administrative, and follow-up skills with attention to detail.
• Ability to work independently and manage multiple priorities effectively.
• Ability to follow a structured sales process and utilize CRM tools effectively.
• Comfort presenting to groups and facilitating educational workshops.
• Experience discussing insurance or financial products preferred.
• Valid state insurance license (if required) and valid driver’s license.
• Willingness and availability to work evenings and weekends and holidays.
• Must successfully pass a background check and possess a valid driver’s license with a clean driving record. Must maintain insurability under company vehicle use policies. 

Skills and Competencies: 

The Future Care Advisor must demonstrate the following skills and competencies: 

• Empathy, professionalism, and a strong commitment to serving grieving families.
• Strong verbal and written communication.
• Problem-solving and organizational skills. 
• Emotional resilience, composure, and discretion in emotionally sensitive environments.
• Demonstrated ability to work effectively as part of a team, maintain professionalism, and support a positive and respectful workplace culture. 
• Ability to balance compassionate service with sales expectations.
• Growth mindset and adaptability to evolving tools, systems, and engagement strategies.
• Technical proficiency in funeral management software and Microsoft Office Suite.  

Work Environment and Physical Requirements: 

This role requires emotional resilience to perform essential duties in a professional and compassionate setting. The work environment and physical expectations include:

• Work occurs in funeral homes, preparation rooms, cemeteries, and off-site service locations.
• Frequent interaction with grieving families and the public; emotional resilience and professionalism are essential. 
• Travel between locations may be required for appointments, seminars, and community events.
• Ability to lift up to 20 lbs. of materials, equipment, or presentation items.
• Flexible availability including evening, weekend, holidays, and on-call rotation.
• Possible exposure to varying outdoor weather conditions during services or transfers. 

Equal Opportunity Employer Statement

Heritage Operating, LLC is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace and to recruiting, hiring, and retaining individuals based on their qualifications and abilities—without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, citizenship, disability, veteran status, or any other characteristic protected by applicable law.