How will this role impact First Command?
The Client Service Center (CSC) is the primary support center for First Command’s clients and field partners and has a deep culture of client-obsessed service and the highest ethical standards.The Client Solutions Specialist II role supports our clients, employees, and field partners, with a full range of servicing by responding to inbound calls related to investment and insurance accounts and products and acting as a client advocate in all situations.
The Purpose of this Role
This position serves as a subject matter expert on investment and insurance products and requires knowledge of brokerage and investment operational functions as well as regulatory rules and reporting requirements. The CSS II assists clients and advisors in navigating Frist Command products and services and responding to inquiries including account servicing and product knowledge support.This position requires a consultative approach to ensure advisor and client requests are accomplished while meeting industry and/or First Command regulations, policies, and procedures.The CSS II will participate, both individually and collaboratively, in divisional projects of varying service and operational nature, including but not limited to report monitoring, relationship development, training, documentation, and process improvement.
What will the employee do in this role?
- Demonstrated passion for people, having a strong client focus, and desire to provide a superior level of service
- Demonstrate integrity and high ethical standards
- Strong ability to successfully balance competing priorities in a fast-paced environment
- Superior customer service skills with the ability to diffuse situations and solve conflicts in a cordial manner
- Specific operational knowledge of investment and insurance products (specifically mutual funds, variable annuities, and mutual fund wrap programs)
- Thorough understanding of the financial industry and policies, procedures, and regulatory requirements related to investment trading
- Ability to partner and collaborate in cross-functional teams for client support and issue resolution
- Strong interpersonal, communication, and time management skills
- Strong analytical and problem-solving skills
The Value you Provide
- Assist clients and advisors with investment and insurance product inquires
- Assist with questions and education for employees, clients, and field partners regarding investment policies and procedures
- Act as a liaison for clients and advisors with business partners and investment companies for problem-solving
- Partner with Quality Management (QM) to resolve client concerns; involves speaking directly with clients to better understand the situation and working with support staff, outside business partners, and/or QM to reach a resolution
- Conducts insightful problem solving for clients taking the time to investigate the client’s current situation and ask questions to learn what course of action is in the client’s best interests
- Follow up with clients when necessary to provide status updates and to close out service requests
- Required to document details of all client and advisor interactions
What Skills and Qualifications do you need?
Education
- Bachelor’s degree or equivalent work experience required
Work Experience
- 2+ years of brokerage industry or equivalent experience preferred
- 1+ years of contact center experience preferred
Certifications
- Series 7 and 66 (or equivalent) required and/or must be obtained within 180 days from licensing start date
- Life & Health Insurance License required and/or must be obtained within 180 days from licensing start date
LI-NC1
LI-Hybrid
