Client Experience Advocate

Carson Group•Cockeysville, MD

1d•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.

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

Greet and assist clients, prospects, vendors, and employees in person and via phone, email, and text.
Ensure the lobby and conference rooms are prepared for meetings, maintaining cleanliness, comfort, and professionalism.
Manage phone greetings, call routing, and scheduling support to create seamless, high-quality interactions from arrival to departure.
Oversee daily office operations, including sorting and distributing mail and packages, maintaining supplies, and ensuring overall office readiness.
Post client check payments accurately and coordinate maintenance or cleaning needs as necessary.
Maintain organized records and safeguard confidential information in accordance with company policies.
Plan and execute client and employee engagement activities such as events, celebrations, and recognition efforts.
Coordinate client appreciation initiatives including cards, gifts, and milestone outreach to strengthen relationships and enhance community engagement.
Partner with approved vendors to source, order, and track items while adhering to budget and quality standards.
Maintain and train others on key systems, including CRM, scheduling tools, phone systems, e-fax, and SMS platforms.
Create and update templates, checklists, and SOPs to improve accuracy, consistency, and efficiency.
Identify opportunities to enhance communication, service delivery, and front-office processes through technology and innovation.
Assist with onboarding for new clients, ensuring smooth transitions and proactive communication.
Respond to client inquiries, support documentation needs, and collaborate with internal partners to deliver consistent, high-quality service and a positive first impression.
Perform additional tasks, duties, and responsibilities as needed or assigned by leadership to support departmental and organizational objectives.