Customer/Client Advocacy Specialist

Job Title Customer/Client Advocacy Specialist Department Relationship Management Team Location Franklin, TN (In-Office) Schedule Monday - Thursday 9:00 AM – 5:00 PM, Friday 9:00 AM – 3:00 PM About the Role You're the person clients count on. In this role, you'll serve as the primary point of contact for Wesley Financial Group clients—owning the relationship from start to finish. When you navigate tough conversations, push documentation across the finish line, or ensure no email sits unanswered, you bring a level of care and precision that clients can feel. If you thrive on solving problems, communicate confidently, and take pride in getting things right, this is where you'll do your best work. Key Responsibilities Be the client's go-to — Serve as the main point of contact, setting clear expectations and keeping communication flowing at every stage Negotiate with purpose — Work with clients and external contacts to drive conversations toward the best possible outcomes De‑escalate with confidence — Handle difficult or emotional client situations with patience, empathy, and professionalism Keep documentation airtight — Ensure all client submissions for release are timely, complete, and accurate Deliver exit packages on time — Prepare and send exit packages with speed and meticulous attention to detail Own the call queue and inbox — Manage live calls and the team email inbox with responsiveness and a steady hand Maintain spotless records in Salesforce — Log every interaction and update client files with thoroughness and accuracy Collaborate on client files — Work closely with your team to manage both new and existing client accounts Respond within 24 hours — Keep turnaround tight on all emails, calls, and client feedback — no one gets left waiting Communicate consistently across every channel — Uphold a professional, polished tone whether you're on the phone, writing an email, or sending mail Qualifications Negotiation and conflict resolution chops — You find common ground and guide tough conversations to a productive place Sharp de‑escalation and problem‑solving instincts — Pressure doesn't rattle you; it focuses you A results‑driven mindset — You measure your success by outcomes, not just activity Excellent communication skills — Clear, professional, and confident in both writing and conversation Strong interpersonal skills — You build trust quickly and treat every interaction as an opportunity to strengthen the relationship Independence and teamwork in equal measure — You're self‑directed but always ready to collaborate Time management that keeps you ahead — You juggle competing priorities without dropping the ball Flexibility for a fast‑paced environment — You adapt easily when plans shift and new challenges pop up A detail‑oriented approach — Accuracy isn't an afterthought for you; it's the standard Smart prioritization skills — You know what needs your attention now and what can be delegated Proficiency with Salesforce, Excel, Google Sheets, and Google Workspace A minimum of 2 years of customer service experience — this is required Benefits Comprehensive Benefits — Medical, Dental, and Vision Insurance Secure Your Future — 401K with a generous company match Time to Recharge — Generous PTO – start accruing from day one Balanced Schedule — Enjoy great work‑life harmony with a friendly Monday‑Friday schedule Celebrate & Connect — Participate in engaging company‑wide events, team‑building activities, and employee recognition programs Onsite Perks — Access our fitness center, relax in team lounge areas, or enjoy food trucks and courtyard spaces Growth & Coaching — Learn from industry professionals committed to your success Diverse & Inclusive — We embrace what makes each team member unique Ready to Make a Difference? This is more than just a job – it’s your chance to be part of something meaningful, in a workplace that values your unique talents and fosters your professional growth. #J-18808-Ljbffr