How will your role impact First Command?
The National Branch Financial Service Advisor (NB-FSA) is responsible for supporting the First Command clients assigned to the Home Office.Responsibilities include proactive client outreach for account reviews and updates and any other specific campaigns that leadership deems that First Command has an obligation to notify our clients.In addition to outbound calls, inbound client calls can lead to requests that include basic account maintenance to more complex financial situations such as the transfer and/or reregistration of assets due to the birth of a child, change of jobs, divorce, or death.Advisor is expected to provide financial advice and accurate information to serve the needs of our clients.
Advice and activities conducted by the National Branch Financial Service Advisor (NB-FSA) are required to be a collaboration with the client and discern the best and most prudent course of action in support of the client’s best interests.This fiduciary duty includes making financial recommendations consistent with First Command philosophy and providing clients with direction and professional service as required.The National Branch has the responsibility to meet the needs of our clients in a professional, timely, effective, and accurate manner.
What will you be doing?
- Provide financial planning support for Home Office Employees.
- Responsible for inbound and outbound client contacts to provide advice and guidance on First Command’s product and service offering including, but not limited to: insurance and investments products, account types, and the purchasing and liquidation of funds, etc.
- Partner with Quality Management (QM) to resolve client concerns; involves speaking directly with clients to better understand situation and working with Support Staff, outside Business Partners and/or QM to reach a resolution.
- Outreach to clients that have insurance products with the opportunity to make changes or adjustments; This includes but not limited to reaching out to clients who have Options to Purchase Additional Insurance (OPAIs) elections, Decreasing Term conversions, etc.
- 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.
- Offer the opportunity for clients to reengage with a First Command Field Advisor or National Branch Planning Advisor based off identified need and/or client’s willingness to actively participate in financial planning process.
- Execution of any client contact campaign that leadership deems important or necessary.
- Follow-up with clients when necessary to provide status updated and/or close-out service request.
- Required to document client contact attempts, client contact and profile information, and any client interaction within CRM system. Includes updating necessary financial/compliance tabs.
- Provides guidance and coaching as needed to maintain and support client Financial Plans.
What skills/qualifications do you need?
Education
- College degree or equivalent work experience (required).
Work Experience
- Minimum of two years of brokerage industry or equivalent experience (required).
- Minimum of one year call center experience (preferred).
- Previous experience in brokerage and investment trading (preferred).
Certifications
- Series 7 and 66 (or equivalent) and Life & Health are required and/or must be obtained within 120 days from licensing start date (required).
- Complete all coursework and certify at First Command Fast Start Academy (required).
- Carry an active Certified Financial Planner (CFP) or Chartered Financial Consultant (ChFC) designation (preferred).
Required Knowledge, Skills, and Abilities
- 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 products (specifically mutual funds, variable annuities, and mutual fund wrap programs).
- Solid command of financial planning concepts, knowledge of financial planning industry and First Command business practices and policies.
- General knowledge of all products offered by First Command Financial Planning Advisors.
- Strong interpersonal, communication and time management skills.
- Strong analytical and problem-solving skills.
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