Client Experience Coordinator

Job Summary

The Client Experience Coordinator is responsible for coordinating the Franklin, TN in-office client experience and ensuring the daily front-office operations of the firm run smoothly and consistently. This role serves as a central point of organization for client visits — preparing meeting logistics, maintaining a professional environment, and supporting key operational processes that allow advisors and staff to remain focused on clients.

This position is best suited for a professional who is organized, composed, and service-oriented, with a strong attention to detail and a dependable approach to routine responsibilities. As the firm continues to refine the client experience, responsibilities within this role may evolve to support operational needs and service standards.

• Clients experience the office as seamless, welcoming, and thoughtfully managed while feeling at ease upon arrival.
• Advisors, staff, and clients trust the front desk as a reliable, professional point of contact.
• Consistently represent the firm with professionalism while safeguarding confidential client information and conversations.
• The front desk and office environment operate smoothly each day, reflecting consistency, calm, and excellence.

• Personally welcome clients and guests, guide them through their arrival, and coordinate with internal teams to support smooth meeting transitions.
• Proactively offer and prepare refreshments and attend to guest comfort needs throughout their visit.
• Serve as the primary point of contact for visitors while managing incoming calls and front desk activity.
• Maintain an attentive presence in the office, answering and appropriately routing incoming calls to support an organized and welcoming environment.

• Circulate through reception and meeting spaces to maintain a polished environment.
• Prepare and reset conference rooms, including readiness and hospitality details, while maintaining conference room calendars and coordinating scheduling for advisors and clients.
• Ensure hospitality details (seating readiness, refreshments, room presentation) are consistently executed.
• Address minor issues proactively to preserve a seamless client experience.

• Utilize CRM and office systems to maintain accurate client and visitor information and monitor front office processes, following up on outstanding items as needed.
• Collect, sort, and distribute incoming mail, including processing incoming checks and preparing outgoing checks for mailing (with trained backup support).
• Provide Medallion Signature Guarantee service following certification and firm training procedures.
• Handle routine administrative tasks with accuracy and attention to detail.

• 2–4 years of experience in a professional, client-facing role (corporate office, hospitality, professional services, or similar).
• Strong interpersonal skills with a composed, service-oriented demeanor.
• Excellent written and verbal communication skills.
• High attention to detail and strong organizational habits.
• Comfort working in a calm, steady, and highly professional environment.
• Ability to follow established processes while maintaining a polished client experience.
• Proficiency with basic office technology; experience with CRM systems a plus.

• Ability to work in a traditional professional office setting or remote equivalent.
• Prolonged periods of sitting and standing at a desk and working on a computer.
• Advanced computer skills and ability to effectively operate computer equipment, software systems and databases.
• Work schedule may vary and is determined by project schedules.
• Ability to efficiently operate all job-related office equipment.
• Ability to communicate via telephone, computer and work in virtual teams.
• Must be able to lift up to 15 pounds at a time.
• Ability to travel using personal vehicle to other office locations as needed.
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This is an exciting opportunity to join a Forbes’ Best-In-State Wealth Advisors recipient, and the Tennessean’s Top Workplace for the last five…