Client Service Associate

Client Service Associate
Pensacola, FL or Daphne, AL | Full-Time | In Person

At SWAN Capital, we call this role a Client Ambassador. You guide families approaching or in retirement through the weeks after they say yes to working with us: moving accounts, finishing paperwork, and checking in until their plan is fully in place. You’re the steady, friendly voice they hear from, and the person who makes sure nothing sits unfinished.

This is patient, detail-driven work. Much of your day is on the phone, including long three-way calls with a client and their previous financial institution to move retirement funds into SWAN accounts.

What You’ll Do

Getting families started

• Check in with new clients between their first and second meetings, and follow up so they arrive with everything their plan needs
• Confirm routine medical information and answer medical questions by email for insurance applications
• Schedule onboarding visits and send a follow-up to families who are moving forward but haven’t yet signed

Moving accounts and finishing paperwork

• Help clients complete applications and account paperwork
• Set up online logins and walk clients through access by phone
• Join three-way calls with clients and their outside financial institutions to move 401(k) rollovers and other funds into SWAN accounts
• Join three-way calls so clients can get annuity information directly from the carrier
• Coordinate transfers with clients and third parties, and keep each one moving until the account is open and funded
• Confirm outstanding paperwork and requirements are closed out

Staying in touch

• Make 30-day and 5-month check-in calls, plus ongoing and quarterly seasonal check-ins

Every day

• Return client messages and questions within 24 hours, part of our firm-wide 24-hour answer guarantee
• Check email and Teams, create CRM tasks from workflow steps, and work your task queue
• Review your own activity log at the end of each day
• Keep every open item moving: no rollover, application, or question sits unanswered
• Attend the weekly Client Ambassador team meeting and complete your quarterly goals

Estate planning visits

• Schedule estate planning visits and prepare the paperwork that goes with them
• Coordinate document and deed signings, from scheduling to room setup
• Work with our estate planning attorney to keep documents moving to signature

A Note on Licensing
This role doesn’t require a securities or insurance license, and doesn’t use one. You connect clients with their financial institution or insurance carrier and keep the process moving. You don’t recommend or compare products; anything that calls for a recommendation goes to a licensed advisor. We cover this boundary in training.

What You Bring

• 1+ year of client service experience, by phone or in person
• Strong attention to detail and a habit of closing every open item
• Warmth and patience with people making a big financial decision
• Self-managed and coachable, with good problem-solving instincts
• Comfort working in a CRM and Microsoft Teams
• Preferred: experience in financial services, banking, insurance, or retirement plans, ideally with rollovers, transfers, or account opening

Many of our clients have been with us for a decade or more. We hope you’ll be with us that long too.

Compensation: $22.00–$26.00 per hour, based on experience
Benefits: 401(k) with 8% employer match, health/dental/vision insurance, paid time off, paid training, advancement opportunities
Work Location: Pensacola, FL or Daphne, AL, in person

Pay: $22.00 - $26.00 per hour

Expected hours: No more than 40.0 per week

Benefits:

• 401(k) 8% Match
• Health insurance
• Paid time off
• Professional development assistance

Application Question(s):

• Have you ever helped someone move money between financial institutions, such as a rollover, transfer, or account opening? Briefly describe what you did
• What’s the longest you’ve stayed in one role, and what kept you there?

Experience:

• Financial services: 1 year (Preferred)

Work Location: In person