Client Ambassador Concierge

Financial Services of America•Troy, MI

1d•$60,000 - $85,000

About The Position

The Client Ambassador Concierge at Financial Services of America helps elevate and protect the client experience. This relationship-driven role gathers meaningful feedback, strengthens trust, and ensures client interactions reflect the firm’s service standards. It is not a call-center position. The role conducts daily quality-control outreach through surveys and proactive calls, serving as the voice of the client within the firm and helping leadership improve service and communication. It also coordinates the weekly “Acts of Kindness” initiative, including personalized notes and gifts for important client moments, while managing a dedicated gifting budget. The position supports firm growth by helping satisfied clients share feedback through Google reviews, testimonials, and referrals, and by introducing the firm’s Ambassador Program when appropriate. Through phone calls, written communication, in-person interactions, and event engagement, the concierge serves as a connection between clients and the advisory team. The role also supports marketing and educational events and maintains accurate client records and interaction documentation.

Requirements

Exceptional communication and emotional intelligence, including clear, confident, compassionate communication and attentive listening.
A relationship-first mindset that prioritizes long-term relationships, trust, consistency, and care.
Strong attention to detail, organization, dependability, and follow-through in tracking conversations, surveys, referrals, and follow-ups.
Three years of client-facing or hospitality experience.
Comfort using CRM systems to document interactions, maintain accurate records, and support data-driven improvements.

Nice To Haves

Experience in or exposure to financial services; experience in retirement planning or investments is especially relevant.
Understanding of the sensitivity, complexity, and importance of conversations in financial services.

Responsibilities

Build trusted relationships with clients and prospects through warm, professional communication.
Conduct client experience surveys and quality-control follow-up calls to improve service delivery.
Collect testimonials, feedback, and Google reviews reflecting the client experience.
Handle client service calls with empathy and confidence.
Identify referral opportunities and introduce the Financial Services of America Ambassador Program when appropriate.
Coordinate and follow up on referrals to ensure timely client outreach.
Execute weekly “Acts of Kindness” through personalized notes and thoughtful client gifting, managing the dedicated gifting budget.
Support marketing and educational events through pre-qualification calls and on-site engagement.
Represent Financial Services of America professionally at events.
Maintain accurate, detailed documentation in the CRM system.
Update client and prospect records and support reporting initiatives.
Assist with marketing event preparation and client communication by phone, text, and email.
Participate in ongoing training.
Support additional initiatives that strengthen client experience and firm growth.