What are the responsibilities and job description for the Lead Qualification Specialist (New York/New Jersey) position at ITCON Services?
Role Overview
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
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
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 escalate or re-route stalled opportunities.
- Follow approved scripts, privacy requirements, disclosures, and customer-contact controls.
- Participate in quality monitoring, coaching, and continuous-improvement activities.
- 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.
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