Client Concierge

The JOY FM; Augusta (ME); On-site; USD 2,066,000 - 2,755,000; Full time

Job summary

The JOY FM is seeking a professional receptionist/phone manager to greet clients, route calls, and maintain accurate records. You will schedule and confirm appointments, conduct outbound outreach to leads, and support Advisors with calendar management.

Ideal candidates have strong communication, organizational skills, and experience with CRM systems. This role emphasizes confidentiality, reliability, and a client‑centered approach in a dynamic financial services environment.

Qualifications

• Professional phone manner and clear speech.
• Excellent organizational skills and attention to detail.
• Ability to multitask and manage competing priorities.
• Strong written and verbal communication skills.
• Comfort with CRM systems and database management.

Responsibilities

• Handle incoming calls and route to appropriate staff.
• Maintain accurate call logs and message records.
• Screen calls for priority and urgency.
• Lead client and prospect outreach to schedule discovery meetings.
• Coordinate appointments using company scheduling systems.
• Confirm appointments by phone or email 24 hours in advance.
• Greet clients and maintain a welcoming waiting area.
• Answer common questions about services and firm philosophy.
• Document responses in the database and update prospect status.

Skills

Phone etiquette

Organization

Communication

Multitasking

Listening

Data entry

Tools

CRM systems

Job description

Description:

Phone Management Answer incoming calls professionally and route to appropriate staff members. Maintain accurate call logs and message records. Screen calls to determine priority and urgency. Client and Prospect Outreach Call leads and prospects to schedule discovery meetings and follow up on event attendance. Conduct initial qualification conversations and document responses in the database. Make outbound calls to warm and cold prospects to drive booked appointments. Appointment Coordination Book client and prospect meetings using company scheduling systems. Confirm appointments via phone or email 24 hours in advance. Maintain an organized calendar and communicate scheduling conflicts or changes to relevant staff. Reception and Waiting Area Greet all clients and visitors with a professional and welcoming demeanor. Maintain the waiting area in clean and organized condition. Offer beverages and ensure comfortable client experience. Inquiry Management Field questions from clients, prospects, and callers with accuracy and confidence. Learn to answer common questions about services, process, and firm philosophy. Know when to elevate questions to advisors and route appropriately. Research answers to unfamiliar questions before transferring the caller. Database Administration Update and maintain accurate contact information in company systems. Log all client and prospect interactions including calls, emails, and meetings. Flag duplicate records and alert management. Update prospect status and pipeline stage based on conversations and outcomes. Maintain clean data standards and flag missing information. Additional Responsibilities Assist with administrative tasks as needed. Support the advisor and team with scheduling, document preparation, and scheduling logistics. Communicate proactively about potential issues or bottlenecks.

Qualifications:

Required Skills Strong proficiency with computers and ability to learn software systems quickly. Professional phone manner and ability to speak clearly and listen actively. Excellent organizational skills and attention to detail. Ability to multitask and manage competing priorities. Strong written and verbal communication skills. Comfort with CRM systems and database management. Experience and Knowledge Previous client-facing or customer service experience preferred but not required. Willingness to learn financial services industry terminology and concepts. Sales calling experience or demonstrated ability to learn consultative sales approaches. Experience managing databases or contact management systems preferred. Personal Attributes Genuine interest in client service and relationship building. Self-directed and able to work with minimal supervision. Able to take direction and ask clarifying questions when needed. Comfortable with continuous learning and professional development. Professional demeanor and appropriate judgment in representing the firm. Reliability and consistency in daily execution. What You'll Need to Succeed Curiosity about financial planning and wealth management. Resilience when facing objections or rejection during prospect calls. Ability to maintain confidentiality and handle sensitive client information. Flexibility and adaptability to changing priorities and business needs.

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