Client Engagement Representative

We are seeking a confident, personable and highly organised Client Engagement Representative to manage inbound enquiries, engage prospective customers and schedule qualified appointments.

You will often be the first point of contact for prospective clients, so strong communication and telephone presence are essential. The role focuses primarily on inbound engagement, qualification, appointment setting and follow-up, with some outbound prospecting during quieter periods.

This is an unlicensed position. You will not provide insurance advice, recommend coverage, issue quotes or close insurance sales. Your responsibility is to build the relationship, gather approved preliminary information and connect the client with the appropriate licensed professional.

Key Responsibilities

• Answer and return inbound calls professionally and promptly.
• Build rapport and create a positive first impression with prospective clients.
• Complete preliminary intake and qualification using approved scripts and processes.
• Schedule qualified appointments and facilitate warm handovers.
• Follow up with missed calls, warm leads and previously engaged prospects.
• Confirm appointments and conduct reminder follow-ups.
• Maintain accurate CRM notes, lead statuses and callback information.
• Re-engage inactive or previously lost prospects.
• Conduct occasional outbound prospecting when inbound priorities are under control.
• Support marketing and client engagement campaigns through phone and email outreach.

What We’re Looking For

• 2+ years' experience in inbound sales, appointment setting, customer service, contact centres or another phone-based client-facing environment.
• Exceptional spoken and written English with a professional telephone manner.
• Strong rapport-building, active listening and questioning skills.
• Comfortable spending a significant portion of the day speaking with clients.
• Confident handling follow-ups, objections and occasional outbound cold calls.
• Strong organisational skills and ability to manage multiple appointments and callbacks.
• Experience using CRM or client-management systems.
• Comfortable using or quickly learning Google Workspace and Slack.
• Detail-oriented with accurate documentation and follow-through.
• Self-motivated, proactive and accountable when working remotely.
• Insurance or financial services experience is beneficial but not required.

Remote Work Requirements

Candidates must have a quiet and professional home-working environment, reliable high-speed internet, dependable power access and a professional headset. You must also be comfortable working with secure systems, VPN access and strict confidentiality requirements.

Ideal Profile: A warm, articulate and confident communicator who genuinely enjoys speaking with people, follows up consistently and knows how to turn a positive conversation into a well-qualified appointment.