Client Concierge

Arcadia Financial Group; Andover (MA); On-site; USD 55,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Unlimited PTO

Disability insurance

401(k) match

Career development

Job summary

Arcadia Financial Group in Andover, MA is seeking a Client Concierge to blend hospitality with operational coordination and exceptional client service. The role interfaces with Arcadia Financial Group and Arcadia Tax, serving as the client experience ambassador and ensuring continuity across teams.

The position emphasizes proactive communication, personalized client interactions, and collaboration with advisors and support staff; travel between Manchester and Andover may be required.

Qualifications

• 2+ years of experience in client service, hospitality, administrative support, concierge services, or a related field.
• Exceptional verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Demonstrated ability to exercise judgment, solve problems, and escalate appropriately.
• High attention to detail and commitment to follow-through.
• Ability to work collaboratively across departments and support a team-oriented environment.
• Experience with CRM systems, scheduling platforms, and Microsoft Office preferred.
• Commitment to delivering an exceptional client experience.

Responsibilities

• Serve as the first point of contact and ambassador of the Arcadia experience across Arcadia Financial Group and Arcadia Tax.
• Deliver a Second to None client experience by bringing Michelin-star hospitality principles and family office service standards to the financial services industry.
• Create personalized, thoughtful, and memorable interactions that make clients feel known, valued, prioritized, and cared for.
• Anticipate client needs and identify opportunities to enhance the client experience before a request is made.
• Utilize client insights, preferences, personal milestones, family dynamics, communication preferences, retirement goals, and desired family office experiences to create meaningful and personalized interactions.
• Gather, maintain, and continuously enhance client preference data and relationship intelligence within the CRM to support a consistent experience across all departments.
• Partner with financial planners, tax professionals, and support teams to ensure client preferences and service expectations are consistently delivered throughout the organization.
• Serve as the steward of client continuity by ensuring every request has clear ownership, communication, and follow-through.
• Provide exceptional service through phone, email, and in-person interactions.
• Schedule, coordinate, and manage client meetings while delivering a hospitality-focused experience before, during, and after each interaction.
• Proactively communicate updates, expectations, and next steps to clients.
• Conduct follow-up outreach to ensure client needs have been met and service expectations exceeded.
• Support service recovery efforts by resolving routine concerns and restoring confidence when service disruptions occur.
• Continuously identify opportunities to elevate the Arcadia client experience through innovation, feedback, and proactive recommendations.

Skills

Client service

Hospitality

Relationship management

Communication

Tools

CRM software

Job description

If you have a background in administrative support, executive assistance, office management, or client service, this role was designed for you. The Client Concierge is an elevated administrative position that blends operational coordination with exceptional client experience and hospitality.

POSITION OVERVIEW

The Client Concierge serves as the steward of Arcadia's commitment to delivering a Second to None client experience. Inspired by the principles of family office service and world-class hospitality, the role is responsible for creating meaningful, personalized experiences that make every client feel known, prioritized, and genuinely cared for. By combining hospitality, relationship intelligence, and operational coordination, the Client Concierge ensures clients experience consistency, confidence, and exceptional service across every interaction with Arcadia Financial Group and Arcadia Tax. The role anticipates needs, facilitates seamless communication, and leverages client preferences and insights to create experiences that strengthen trust and deepen relationships.

Operating as one unified team, Client Concierge professionals provide seamless support across the organization while maintaining designated Service Ownership Areas to support specialized workflows. Through Extreme Ownership, proactive communication, and a commitment to continuous improvement, the Client Concierge helps bring Michelin-star hospitality principles to the financial services industry.

This role may require occasional travel between the Manchester and Andover office locations and reports to the Lead Client Concierge.
We are hiring for the Arcadia Financial Service Ownership Area, please see the appendix for additional details.

KEY RESPONSIBILITIES

Client Experience & Hospitality Execution

• Serve as the first point of contact and ambassador of the Arcadia experience across Arcadia Financial Group and Arcadia Tax.
• Deliver a Second to None client experience by bringing Michelin-star hospitality principles and family office service standards to the financial services industry.
• Create personalized, thoughtful, and memorable interactions that make clients feel known, valued, prioritized, and cared for.
• Anticipate client needs and identify opportunities to enhance the client experience before a request is made.
• Utilize client insights, preferences, personal milestones, family dynamics, communication preferences, retirement goals, and desired family office experiences to create meaningful and personalized interactions.
• Gather, maintain, and continuously enhance client preference data and relationship intelligence within the CRM to support a consistent experience across all departments.
• Partner with financial planners, tax professionals, and support teams to ensure client preferences and service expectations are consistently delivered throughout the organization.
• Serve as the steward of client continuity by ensuring every request has clear ownership, communication, and follow-through.
• Provide exceptional service through phone, email, and in-person interactions.
• Schedule, coordinate, and manage client meetings while delivering a hospitality-focused experience before, during, and after each interaction.
• Proactively communicate updates, expectations, and next steps to clients.
• Conduct follow-up outreach to ensure client needs have been met and service expectations exceeded.
• Support service recovery efforts by resolving routine concerns and restoring confidence when service disruptions occur.
• Continuously identify opportunities to elevate the Arcadia client experience through innovation, feedback, and proactive recommendations.

Operational & Team Support

• Manage shared email inboxes through effective triage, prioritization, allocation, and routing of client and internal requests.
• Create, assign, and maintain CRM activities to ensure timely ownership and accountability of client and operational requests.
• Support scheduling, coordination, and administrative needs for advisors, planners, tax professionals, and operational teams.
• Coordinate mailings, client correspondence, operational communications, and administrative support activities.
• Maintain accurate CRM records, documentation, and client information in accordance with department standards, compliance requirements, and firm expectations.
• Ensure continuity of service through active desk coverage, workload balancing, and collaboration across Client Concierge Service Ownership Areas.
• Provide cross-functional support during periods of high volume, seasonal demand, and team member absences.
• Support firm-wide initiatives, projects, and continuous improvement efforts through effective collaboration across departments.
• Facilitate communication and coordination between departments to support a seamless client experience.
• Demonstrate Extreme Ownership by proactively identifying and resolving operational challenges before they impact the client experience.

Office Readiness & Hospitality Execution

• Ensure office environments are consistently prepared to support team members, clients, prospects, and guests.
• Maintain conference rooms, reception areas, hospitality stations, and client-facing spaces to Arcadia standards.
• Coordinate meeting preparation, room readiness, technology setup, and day-of logistics.
• Welcome clients, visitors, and guests with professionalism, warmth, and hospitality.
• Maintain visibility into office schedules, visitor traffic, meeting calendars, and resource utilization.
• Support client events, firm events, educational workshops, and hospitality initiatives.
• Coordinate office preparedness activities including supplies, presentation materials, refreshments, and client accommodations.
• Identify opportunities to improve office operations, hospitality standards, and the overall client and team member experience.
• Support consistency and alignment between the Manchester and Andover office locations.

SUCCES S LOOKS LIKE

• The Arcadia client experience is delivered consistently through personalized, hospitality-driven interactions.
• Clients feel known, valued, and cared for.
• Client requests are handled with clear ownership and proactive follow-through.
• Client preferences and relationship insights are maintained and utilized to enhance the client experience.
• The Arcadia experience is delivered consistently across all departments and locations.
• Team members experience reliable operational support and collaboration.
• Office environments remain organized, prepared, and client-ready.
• The Concierge team operates as one unified department with seamless coverage and communication.

APPENDIX: Client Concierge Service Ownership Area

To support operational specialization while maintaining full team coverage, unified standards and alignment across both office locations, Client Concierge team members may be assigned a primary focus area.

Arcadia Financial Group Service Ownership Area

In addition to core Client Concierge responsibilities:

• Complete advisor dictation notes and meeting note processing in the CRM.
• Support advisor and planning team scheduling needs.
• Conduct client follow-up activities related to family office workflows.
• Maintain familiarity with Arcadia Financial Group service processes and client experience standards.

Arcadia Tax Service Ownership Area

In addition to core Client Concierge responsibilities:

• Complete tax-related dictation notes and meeting note processing.
• Support tax workflow coordination and client communication.
• Conduct client follow-up activities related to tax engagements and service needs.
• Work in collaboration with the tax coordinator.
• Maintain familiarity with Arcadia Tax service processes and seasonal workflow demands.

Service Ownership Areas do not limit coverage responsibilities across the department. All Client Concierge team members are expected to support the whole department and provide coverage across both client classifications, as needed.

QUALIFICATIONS

• 2+ years of experience in client service, hospitality, administrative support, concierge services, or a related field.
• Exceptional verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Demonstrated ability to exercise judgment, solve problems, and escalate appropriately.
• High attention to detail and commitment to follow-through.
• Ability to work collaboratively across departments and support a team-oriented environment.
• Experience with CRM systems, scheduling platforms, and Microsoft Office preferred.
• Commitment to delivering an exceptional client experience.

Benefits:

We believe in taking care of the people who take care of our clients. Our benefits are designed to support yourwell-being, growth, and work-life balance, including:

• Annual salary range $55,000 - $60,000 depending on experience
• employer-premium paid health, dental, and vision insurance
• Unlimited paid time off (PTO)and flexible scheduling
• Short-term disability, long-term disability, and life insurance — fully covered
• 401(k) retirement plan with 4% company match
• Quarterly clothing allowance to look and feel your best
• Professional development and continuing education opportunities
• Collaborative, people-first culturethat values innovation and accountability
• Engaging workplace perks, including team events, community-focused volunteer initiatives and more