Client Ambassador Concierge

Financial Services of America•Troy, MI

About The Position

The Client Ambassador Concierge at Financial Services of America is a relationship-driven role focused on elevating and protecting the client experience. The position gathers client feedback, strengthens trust, and helps ensure interactions reflect the firm’s standard of service. It is not a call-center position. The role conducts daily client experience surveys and proactive quality-control calls, then shares feedback and opportunities for improvement with the firm. It also coordinates the weekly “Acts of Kindness” initiative, including personalized notes and gifts for important client moments, and manages a dedicated gifting budget. The concierge supports client referrals, testimonials, Google reviews, and the firm’s Ambassador Program when appropriate. Through phone, written, and in-person communication and event engagement, the Client Ambassador Concierge serves as a connection point between clients and the advisory team. The role also supports marketing and educational events, maintains CRM records, assists with reporting and event preparation, and participates in ongoing training. The schedule is full-time, Monday through Friday, 8:30 AM–5:00 PM.

Requirements

Exceptional communication and emotional intelligence, including clear, compassionate communication, deep listening, and the ability to make clients feel heard and understood.
A relationship-first mindset that prioritizes long-term relationships, trust, consistency, and care.
Strong attention to detail, organization, dependability, and follow-through when 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; familiarity with the sensitivity, complexity, and importance of the field, particularly retirement planning or investments.

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 support timely client outreach.
Execute weekly “Acts of Kindness” through personalized notes and thoughtful client gifts.
Manage the dedicated client-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 communicate with clients by phone, text, and email.
Participate in ongoing training.
Support additional initiatives that strengthen client experience and firm growth.