Lead Qualification Specialist (Houston, TX)

ITCON Services; Houston (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

ITCON Services is seeking an experienced Lead Qualification Specialist to engage prospective high-net-worth customers who have shown interest through approved channels. The role focuses on creating premium first impressions, understanding needs, qualifying opportunities, and scheduling appointments for senior financial professionals.

Initial four-to-eight week training is office-based, followed by a possible hybrid arrangement for high performers.

Qualifications

• 2+ years in high-net-worth customer service, financial services, or other high-touch environments.
• Superior verbal communication and active listening skills.
• Polished, confident presence when engaging executives and affluent clients.
• High discretion, empathy, professionalism, and attention to detail.

Responsibilities

• Contact prospective high-net-worth customers by telephone and follow up by email where approved.
• Deliver a professional, personalized, and responsive customer experience.
• Use approved discovery questions to understand needs and readiness.
• Qualify leads using defined criteria and schedule appointments.
• Route opportunities to appropriate financial professional or team.
• Document interactions and outcomes in the CRM.
• Support quality monitoring and continuous improvement initiatives.

Education

Associate's or bachelor's degree preferred

Tools

CRM

Scheduling software

Phone systems

Email

Job description

Role Overview

We are seeking experienced

We are seeking experienced Lead Qualification Specialists to engage prospective high-net-worth customers who have expressed interest through digital or other approved lead-generation channels. The specialist will create a premium first impression, understand the prospect’s needs and interest, qualify the opportunity, schedule an appointment, and route the prospect to the appropriate financial professional, branch, or specialized team. This is a high-touch customer-engagement role—not a high-pressure telemarketing position. It requires polished communication, discretion, active listening, emotional intelligence, and the ability to build trust with affluent and high-net-worth prospects. The role does not provide investment, financial, tax, or legal advice.

Key Responsibilities

• Contact prospective high-net-worth customers primarily by telephone, with email follow-up where approved.
• Deliver a professional, personalized, and responsive customer experience.
• Use approved discovery questions to understand customer needs, priorities, readiness, and preferred next steps.
• Qualify leads using defined business criteria.
• Schedule appointments and facilitate warm transfers where appropriate.
• Route qualified opportunities to the appropriate financial professional, branch, or team.
• Accurately document all interactions, outcomes, and follow-up actions in the CRM.
• Monitor lead acceptance and upscale or re-route stalled opportunities.
• Follow approved scripts, privacy requirements, disclosures, and customer-contact controls.
• Participate in quality monitoring, coaching, and continuous-improvement activities.

Candidate Profile

• Two or more years of experience in high-net-worth customer service, financial services, private banking, wealth management, inside sales, appointment setting, premium hospitality, concierge services, luxury retail, or another high-touch customer environment.
• Superior verbal communication and active-listening skills.
• Polished and confident presence when engaging executives, business owners, professionals, and affluent customers.
• High degree of discretion, empathy, professionalism, and attention to detail.
• Consultative and customer-centered approach; comfortable supporting conversion goals without aggressive selling.
• Experience using CRM, telephone, email, and scheduling applications.
• Able to work assigned shifts, including selected evenings and weekends.
• Able to work from the designated office for the initial four-to‑eight-week training and stabilization period.
• Associate's or bachelor's degree preferred.

Work Arrangement

The role will be office-based during the initial four-to-eight-week training, supervised-production, and performance-stabilization period. A hybrid arrangement may subsequently be considered for specialists who consistently meet quality, productivity, attendance, compliance, and information-security expectations. Each employee will work an assigned full-time shift within the broader 8:00 a.m.–8:00 p.m. service window. Schedules will be rostered based on workforce-management plans and may include evening and weekend rotations.

Key Success Measures

• Quality of the customer experience
• Speed to first contact
• Contact and qualification rates
• Appointment-booked and appointment-held rates
• Accuracy of CRM documentation
• Quality and compliance scores
• Schedule adherence and attendance
• Effectiveness of the lead handoff and conversion contribution