Client Service Coordinator

Client Service Coordinator

Position Summary

The Client Service Coordinator is a key operational and client-facing role responsible for delivering exceptional service to existing clients, ensuring accuracy of client records, supporting the advisor with meeting preparation, and coordinating day-to-day administrative, marketing, and service activities. This position acts as the primary liaison between clients, the advisor, and internal/centralized service teams to ensure a seamless client experience and efficient office operations.

This role is responsible for managing client inquiries, coordinating account activities, processing insurance and financial service documentation, and maintaining accurate records in compliance with regulatory and company standards. The Client Service Coordinator plays a critical role in fostering strong client relationships, enhancing client satisfaction, overseeing the operational and marketing needs of the team, and contributing to the overall efficiency and professionalism of the organization.

The ideal candidate is detail-oriented, client-focused, highly organized, and comfortable handling multiple priorities in a fast-paced environment.

Primary Responsibilities

Client Service & Relationship Support

• Serve as a primary point of contact for clients via phone, email, and in-person interactions
• Handle client service requests including:
  • Policy changes and estimates
  • Late pay inquiries and resolutions
• Input Factfinder data into CRM
• Type and send compliant correspondence and manage incoming mail/email requests
• Track and document all client interactions accurately in the CRM

Sales Support & Case Management

• Lead Generation Identify prospects and COIs
• Prepare Feed List and oversee Referral Tracking in CRM
• Phone in-force clients for review appointments (age changes and birthdays)
• Run APB/Term Conversion Call Lists
• Manage targeted campaigns for phoning
• Confirm/reschedule appointments as needed
• Prepare client meeting files and supporting documentation for advisor meetings
• Assist with application prefills
• Create Households for all contacts in CRM
• Maintain open case inventory and ensure case status is current and accurate in the CRM
• Support delivery preparation, scheduling delivery meetings, and obtaining required signatures

Business and Data Management

• Support team Strategies, Activities, and Tactics
• Assist with Joint Work Partner Reviews
• Maintain, track, and record production records and compare to business plan (forum, lives, premium, GDC, advisory fees, plans, new clients, etc.)
• Run reports from Automated Client Builder System for Board of Reviews (BORs) and weekly/monthly client builder

Marketing & Client Experience Support

• Oversee and maintain FR website
• Assist with client appreciation initiatives, loyalty programs, gifts, and tokens
• Help maintain CRM Engage and support client communication campaigns as directed
• Coordinate logistics for client seminars or marketing events when assigned
• Support maintenance of approved digital presence (e.g., LinkedIn or additional platforms as applicable)

Compliance & Administrative Support

• Ensure client files contain proper documentation and are audit-ready
• Submit outgoing correspondence and advertising materials to the Director of Network Office Supervision (DNOS) as required
• Maintain insurance and investment licenses and CE tracking (including tracking for state renewals)
• Maintain securities and non-securities compliant log and file
• Check all phone numbers against Do-Not-Call lists (automatic if entered into CRM)
• Track client gifts and adhere to firm compliance guidelines
• Assist with password maintenance

Office Administration & Operations

• Answer incoming calls and direct inquiries appropriately
• Open, prioritize, and route mail and correspondence
• Manage advisor and office calendars, including meeting scheduling and reminders
• Coordinate travel arrangements and meeting or conference registrations as needed
• Coordinate and facilitate all Team Meetings (weekly tactical; monthly/quarterly/annual strategic meetings)
• Participate in Network/Agency Meetings
• Oversee day-to-day operations
• Manage payroll and reconcile bank statements

Skills & Qualifications

Preferred Qualifications

• Bachelors Degree
• 2 years of client service, operations, project management, or administrative experience
• Excellent written and verbal communication skills
• Strong client service orientation with professional communication skills
• High attention to detail and accuracy
• Strong organizational and time-management skills
• Ability to manage multiple priorities and deadlines
• Proficiency with Microsoft Suite