Client Experience Advocate

Carson Group•Columbia, MD

2d•Onsite

About The Position

In an increasingly complex world where people are starving for someone they can trust, we stand for something simple: always put the client first. We do well by doing good for those we serve. It’s the ultimate measure. We believe in providing value beyond a doubt and in the notion that time will either expose you or promote you, based on your willingness to embrace change. We serve financial advisors and investors through three entities, each headquartered in Omaha, Nebraska: Carson Wealth, Carson Coaching and Carson Partners. We provide coaching and partnership services to advisor firms – and straightforward financial advice to the investing public. We all share a common mission to be the most trusted in financial advice. Deliver an exceptional first impression through professional, friendly, and timely communication across phone, email, text, and in-person interactions. Manage front desk operations, including scheduling, mail, payments, and office readiness, to maintain an organized and welcoming environment. Coordinate client engagement efforts such as events, gifts, and communications that strengthen relationships and reflect the firm’s service commitment. Support client onboarding and administrative processes while leveraging core systems to enhance efficiency and overall satisfaction. Client Experience & Office Management Deliver an exceptional first impression by greeting and assisting clients, prospects, vendors, and employees in person, by phone, email, and text. Manage front office operations, including answering and routing calls, scheduling and confirming appointments, preparing conference rooms, maintaining reception, kitchen, and common areas, opening and closing the office, and ensuring a welcoming, professional environment. Coordinate office operations by ordering supplies, distributing mail and packages, posting client check payments and deposits, maintaining office readiness, and coordinating facility maintenance and larger onsite/offsite meetings. Client Service & Operational Support Provide operational and administrative support to advisors, relationship managers, and team members by managing client service requests, account maintenance, documentation, reporting, and special projects. Assist with client onboarding, respond to client inquiries, coordinate follow-up activities, and ensure timely, accurate, and high-quality service throughout the client lifecycle. Balance multiple priorities while maintaining organized workflows and supporting daily business operations. CRM, Records & Data Management Own the firm's CRM (Salesforce) data management by maintaining accurate client records, updating client information, documenting Centers of Influence (COIs), applying interest tags, and supporting data integrity initiatives. Maintain client files and documentation using consistent file structures, ensuring accuracy, confidentiality, compliance, and accessibility across all records. Marketing, Events & Client Engagement Coordinate and execute marketing initiatives, including client communications, email campaigns, social media, marketing collateral, compliance review coordination, and event logistics. Plan and support client events, employee recognition activities, milestone outreach, gifts, and community engagement initiatives while managing approved vendors and budgets. Technology, Process Improvement & Training Maintain and support office technology and business systems, including CRM, scheduling platforms, phone systems, e-fax, and SMS tools. Develop and maintain templates, checklists, standard operating procedures (SOPs), and training resources to improve efficiency, consistency, and service quality. Identify and implement process improvements that enhance communication, operational effectiveness, and the overall client experience. Other Responsibilities Perform additional duties and special projects as assigned to support the needs of the office, advisors, and organizational objectives.

Requirements

High school diploma or equivalent required.
Polished, professional presence and excellent interpersonal skills required.
Extraordinary client service orientation with a positive, solutions-focused mindset required.
Strong organization, time management, and attention to detail required.
Proficiency with common office software and ability to learn new systems quickly required.
Genuine interest in serving and caring for others required.

Nice To Haves

Associate degree in business, communications, hospitality, or related field preferred.
Minimum of two years of experience in a professional office or client-facing environment preferred.
Experience with CRM, scheduling, or communication platforms preferred.

Responsibilities

Deliver an exceptional first impression by greeting and assisting clients, prospects, vendors, and employees in person, by phone, email, and text.
Manage front office operations, including answering and routing calls, scheduling and confirming appointments, preparing conference rooms, maintaining reception, kitchen, and common areas, opening and closing the office, and ensuring a welcoming, professional environment.
Coordinate office operations by ordering supplies, distributing mail and packages, posting client check payments and deposits, maintaining office readiness, and coordinating facility maintenance and larger onsite/offsite meetings.
Provide operational and administrative support to advisors, relationship managers, and team members by managing client service requests, account maintenance, documentation, reporting, and special projects.
Assist with client onboarding, respond to client inquiries, coordinate follow-up activities, and ensure timely, accurate, and high-quality service throughout the client lifecycle.
Balance multiple priorities while maintaining organized workflows and supporting daily business operations.
Own the firm's CRM (Salesforce) data management by maintaining accurate client records, updating client information, documenting Centers of Influence (COIs), applying interest tags, and supporting data integrity initiatives.
Maintain client files and documentation using consistent file structures, ensuring accuracy, confidentiality, compliance, and accessibility across all records.
Coordinate and execute marketing initiatives, including client communications, email campaigns, social media, marketing collateral, compliance review coordination, and event logistics.
Plan and support client events, employee recognition activities, milestone outreach, gifts, and community engagement initiatives while managing approved vendors and budgets.
Maintain and support office technology and business systems, including CRM, scheduling platforms, phone systems, e-fax, and SMS tools.
Develop and maintain templates, checklists, standard operating procedures (SOPs), and training resources to improve efficiency, consistency, and service quality.
Identify and implement process improvements that enhance communication, operational effectiveness, and the overall client experience.
Perform additional duties and special projects as assigned to support the needs of the office, advisors, and organizational objectives.