Client Experience Associate

Client Experience Associate

Client Service, Administrative Support, Office Operations

The Jamrog Group | Holyoke, Massachusetts

Flexible Scheduling Available | Remote Considered

$40,000-$53,000 + Bonus Opportunity

About The Jamrog Group

At The Jamrog Group, we help individuals and families make confident financial decisions through comprehensive financial planning. We're a planning-first wealth management firm serving a diverse clientele across the country. Our team values collaboration, continuous learning, professionalism, and delivering an exceptional client experience.

We believe exceptional client service is never an accident. It happens because every member of our team cares deeply about doing great work, helping one another, and creating meaningful experiences for the people we serve. If you're someone who finds satisfaction in staying organized, helping others succeed, and making people feel genuinely cared for, you'll fit right in.

About the Role

We're looking for a Client Experience Associate to support the day-to-day administrative needs of our clients and advisory team.

This is a highly organized, detail-oriented role centered around client communication, scheduling, electronic document management, paperwork processing, and administrative follow-through.

A significant part of your day will be spent communicating with clients by email—scheduling meetings, requesting documents, answering routine questions, sending paperwork, following up on outstanding items, and making sure clients know what they need to do next.

You'll also help maintain accurate electronic client files, process and send paperwork, track documents and signatures, prepare mailings, and keep the many administrative details of a busy financial planning practice moving forward.

Financial services experience is helpful, but not required. We're looking for someone who is exceptionally organized, comfortable with technology, a strong written communicator, and genuinely enjoys administrative work.

Schedule Flexibility

We're open to considering a modified schedule, such as 9:00 AM–3:00 PM, a hybrid arrangement, or fully remote work for the right candidate.

The position can generally be structured around 30–40 hours per week, with responsibilities adjusted as appropriate based on schedule and work location.

What You'll Do

Client Communication & Scheduling

• Manage a high volume of client email communication throughout the day
• Schedule and coordinate client meetings across multiple advisor calendars
• Respond to routine client questions and requests promptly and professionally
• Send meeting confirmations, reminders, follow-ups, and document requests
• Follow up with clients regarding outstanding paperwork, signatures, documents, and action items
• Help clients navigate account access, electronic signatures, document uploads, and basic technology questions
• Serve as a consistent and responsive point of contact for routine administrative needs

Documents, Paperwork & Client Records

• Prepare, process, send, and track client paperwork
• Monitor electronic documents and signatures from initial request through completion
• Download, organize, name, and file electronic documents accurately
• Maintain complete and organized client records within our CRM and document management systems
• Upload and route documents to the appropriate team members and systems
• Assist with routine account maintenance paperwork, including beneficiary updates, address changes, and other service requests
• Review paperwork for completeness and follow up when information or signatures are missing
• Track outstanding documents and administrative requests to ensure items are completed
• Maintain accurate records of client communications and activity

Meeting & Advisor Support

• Support advisors with meeting preparation and administrative follow-up
• Gather and organize documents needed for upcoming client meetings
• Process meeting notes and update client records
• Help track outstanding action items following meetings
• Coordinate administrative follow-up between clients, advisors, and other members of the team

Office Support

Primarily applicable to candidates working from our Holyoke office.

• Coordinate incoming and outgoing mail and packages
• Scan, route, and file physical documents
• Manage office supplies and routine office needs
• Help maintain an organized and professional office environment
• Support other administrative projects as needed

What Makes Someone Exceptional In This Role:

• Your inbox doesn't scare you—you actually enjoy working through it
• You are an excellent written communicator and can write polished, warm, professional emails quickly
• You enjoy managing calendars and solving scheduling puzzles
• You are meticulous about documents, naming conventions, filing, and recordkeeping
• You notice when something is missing and follow up without needing to be asked
• You can manage a large number of small tasks without losing track of them
• You're comfortable moving between email, CRM systems, electronic documents, calendars, and other technology throughout the day
• You enjoy completing tasks and closing loops
• You can distinguish between something you can handle independently and something that needs to be escalated
• You communicate proactively when something is delayed, unclear, or incomplete
• You are dependable, responsive, and exceptionally organized

This is a high-volume administrative role supporting a busy advisory team and more than 350 client households. Success requires someone who can comfortably manage a steady flow of emails, appointments, documents, paperwork, and follow-up while maintaining accuracy and professionalism.

Qualifications

Required:

• Strong organizational and communication skills
• Professionalism and attention to detail
• Proficiency with Microsoft Office (Outlook, Word, Excel)
• Ability to manage multiple priorities and deadlines
• Strong technology skills and confidence learning new software platforms

Helpful, but not required:

• Experience in customer service, hospitality, administration, scheduling, or office support
• Experience with Calendly

Don't check every box? If you're motivated to learn and excited about the opportunity, we'd love to hear from you.

Compensation & Benefits

• $40,000–$53,000 annual salary based on a full-time, 40-hour-per-week schedule
• Annual bonus opportunity
• 401(k) with company match
• Long-term disability coverage
• Paid time off
• Wellness and charitable giving stipends

How to Apply

Please send your résumé along with a brief note telling us:

• Why this opportunity interests you
• What would make you successful in this role

Applications and questions may be sent to Bailey Shafer at bailey@jamrog.group.