Are you a people-oriented professional who enjoys helping others, providing great customer service, and making complicated processes easier to understand?

The Fortitude Team is looking for a dependable and motivated Customer Service Manager to help us support individuals and families as they navigate important financial decisions and work toward their financial goals.

You do not need previous financial services experience. We’re looking for someone with strong people skills, a willingness to learn, and a genuine interest in helping others. You’ll have the opportunity to learn more about the financial services industry while providing the administrative, educational, and customer-service support that helps clients have a positive experience.

Rather than focusing on sales, this role focuses on client care, communication, education, follow-up, and operational support. You’ll help clients understand where they are in the process, connect them with the appropriate resources and licensed professionals, and make sure they feel supported along the way.

• Client support: Respond to basic inquiries, route clients to the appropriate broker or InheritGuard resource, and follow up on outstanding items.

• Lead management: Enter new leads into the CRM, organize prospect information, update statuses, and make sure leads receive timely follow-up.

• Scheduling: Coordinate appointments, Zoom meetings, consultations, and follow-up calls for brokers.

• Administrative support: Maintain digital files, prepare basic correspondence, update spreadsheets, complete data entry, and keep records organized.

• InheritGuard support: Help track referrals and client cases, communicate routine updates, and assist with customer-service-related requests.

• Recruiting support: Schedule candidate interviews, organize applicant information, send meeting confirmations, and assist with onboarding paperwork.

• Communication: Monitor shared inboxes, send appointment reminders, make routine follow-up calls or texts, and direct more complex questions to the appropriate person.

• Operations: Help leadership stay organized by tracking outstanding tasks, deadlines, appointments, and client follow-ups.

• Strong written and verbal communication skills.

• Excellent organizational and time-management abilities.

• Strong attention to detail and accuracy.

• Professional and friendly customer service skills.

• Comfortable communicating with clients by phone, email, text, and video conferencing.

• Ability to manage calendars, schedule appointments, and coordinate follow-ups.

• Comfortable performing data entry and maintaining accurate client and prospect records.

• Basic experience with CRM systems or the ability to quickly learn new software.

• Proficiency with common office tools such as email, spreadsheets, document platforms, and online calendars.

• Ability to work independently and stay productive in a fully remote environment.

• Comfortable handling multiple tasks and shifting priorities.

• Ability to maintain confidentiality when working with client and business information.

• Self-motivated with a willingness to take initiative and solve routine problems.

• Reliable internet connection and an appropriate remote workspace.

Our role is centered around providing exceptional customer service, connecting prospective clients with the appropriate resources, and helping guide them through the process from initial interest through continued support.

Customer service is at the heart of what we do. We believe financial and legacy-related decisions should be approached with clarity, transparency, and personalized support. Our goal is to make the process easier to understand while helping individuals and families take meaningful steps toward protecting their financial future and legacy.