Client Concierge

Client Concierge

If you have a background in administrative support, executive assistance, office management, or client service, this role was designed for you. The Client Concierge is an elevated administrative position that blends operational coordination with exceptional client experience and hospitality. The Client Concierge serves as the steward of Arcadia's commitment to delivering a second to none client experience. Inspired by the principles of family office service and world-class hospitality, the role is responsible for creating meaningful, personalized experiences that make every client feel known, prioritized, and genuinely cared for.

By combining hospitality, relationship intelligence, and operational coordination, the Client Concierge ensures clients experience consistency, confidence, and exceptional service across every interaction with Arcadia Financial Group and Arcadia Tax. The role anticipates needs, facilitates seamless communication, and leverages client preferences and insights to create experiences that strengthen trust and deepen relationships.

Operating as one unified team, Client Concierge professionals provide seamless support across the organization while maintaining designated service ownership areas to support specialized workflows. Through extreme ownership, proactive communication, and a commitment to continuous improvement, the Client Concierge helps bring Michelin-star hospitality principles to the financial services industry.

This role may require occasional travel between the Manchester and Andover office locations and reports to the Lead Client Concierge. We are hiring for the Arcadia Financial Service Ownership Area, please see the appendix for additional details.

• Serve as the first point of contact and ambassador of the Arcadia experience across Arcadia Financial Group and Arcadia Tax.
• Deliver a second to none client experience by bringing Michelin-star hospitality principles and family office service standards to the financial services industry.
• Create personalized, thoughtful, and memorable interactions that make clients feel known, valued, prioritized, and cared for.
• Anticipate client needs and identify opportunities to enhance the client experience before a request is made.
• Utilize client insights, preferences, personal milestones, family dynamics, communication preferences, retirement goals, and desired family office experiences to create meaningful and personalized interactions.
• Gather, maintain, and continuously enhance client preference data and relationship intelligence within the CRM to support a consistent experience across all departments.
• Partner with financial planners, tax professionals, and support teams to ensure client preferences and service expectations are consistently delivered throughout the organization.
• Serve as the steward of client continuity by ensuring every request has clear ownership, communication, and follow-through.
• Provide exceptional service through phone, email, and in-person interactions.
• Schedule, coordinate, and manage client meetings while delivering a hospitality-focused experience before, during, and after each interaction.
• Proactively communicate updates, expectations, and next steps to clients.
• Conduct follow-up outreach to ensure client needs have been met and service expectations exceeded.
• Support service recovery efforts by resolving routine concerns and restoring confidence when service disruptions occur.
• Continuously identify opportunities to elevate the Arcadia client experience through innovation, feedback, and proactive recommendations.

• Manage shared email inboxes through effective triage, prioritization, allocation, and routing of client and internal requests.
• Create, assign, and maintain CRM activities to ensure timely ownership and accountability of client and operational requests.
• Support scheduling, coordination, and administrative needs for advisors, planners, tax professionals, and operational teams.
• Coordinate mailings, client correspondence, operational communications, and administrative support activities.
• Maintain accurate CRM records, documentation, and client information in accordance…