Client Services Representative

Client Services Representative (Financial Services & Insurance Support)

Reports To

Director of Financial Service and Insurance

The Client Services Representative (CSR) provides high-touch administrative and client support to the Director of Financial Service and Insurance. This role is responsible for ensuring smooth, timely, and compliant processing of financial service and insurance workflows, maintaining proactive communication with clients and carriers, and delivering an exceptional client experience from initial inquiry through policy/service implementation and ongoing servicing.

The ideal candidate is detail-oriented, calm under deadline, comfortable in a regulated environment, and genuinely enjoys helping clients.

• Serve as a primary point of contact for clients regarding financial service and insurance requests, updates, and follow-ups.
• Schedule client meetings (virtual/in-person), prepare agendas, and confirm attendance.
• Provide clear, timely status updates and set expectations on timelines and next steps.
• Maintain a professional, empathetic tone with clients, especially around sensitive financial/insurance matters.

• Assist with new business and ongoing service for insurance and financial service products (e.g., life, disability, LTC, annuities, investment/retirement solutions as applicable).
• Prepare, review, and submit applications and supporting documentation to carriers/providers.
• Track cases end-to-end: requirements, underwriting needs, follow-ups, approvals, delivery, and post-issue service.
• Coordinate with carriers, broker-dealers, custodians, and third-party vendors to ensure timely processing.
• Monitor and resolve pending items, missing forms, or client requirements quickly and accurately.

• Collect, verify, and organize client data to support suitability, underwriting, and compliance standards.
• Ensure forms are complete, accurate, and compliant before submission.
• Maintain organized digital case files, notes, and correspondence in CRM/document management systems.
• Follow internal procedures and regulatory guidelines (privacy, recordkeeping, anti-money laundering where applicable).
• Escalate compliance or suitability concerns to the Director promptly.

• Maintain and update tracking reports, task lists, and case pipelines.
• Create and refine checklists/templates that improve efficiency and reduce errors.
• Support the Director with calendar management, prioritization, and preparation for carrier or client calls.
• Participate in team meetings and contribute to process improvements.

• Anticipate client needs and proactively offer assistance.
• Deliver a white-glove experience that reflects the firm's values and service standards.
• Support retention through prompt service, accurate execution, and warm client interactions.

• 2+ years of experience in client service, administrative support, or operations in financial services, wealth management, or insurance.
• Strong attention to detail and ability to manage multiple cases/tasks simultaneously.
• Excellent written and verbal communication skills.
• Proficiency with CRM systems and Microsoft Office/Google Workspace (especially Outlook/Calendars, Word/Docs, Excel/Sheets).
• Demonstrated ability to handle confidential information with discretion.
• High reliability, ownership mindset, and strong follow-through.

• Prior experience supporting insurance case management and underwriting.
• Familiarity with suitability standards, compliance checks, or regulated workflows.
• Insurance license(s) or willingness to obtain within a defined timeframe (if required by your firm).
• Experience with e-applications, carrier portals, Docu Sign/e-signature tools, and document management systems.
• Comfort working with high-net-worth or professional services clientele.

• Client-first mindset: empathetic, responsive, and professional.
• Precision & compliance: accurate with forms and process; respects regulations.
• Organizational strength: can track many moving parts without dropping details.
• Problem solving: figures out what's blocking a case and clears it quickly.
• Communication: keeps clients and internal stakeholders informed and confident.
• Team orientation: collaborative, supportive, and improvement-minded.