How will your 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 Trader role supports our clients, employees, and field partners, with a full range of servicing by responding to inbound calls, performing trade executions, money movement requests, account corrections, problem-solving, offline report monitoring, and acting as a client advocate in all situations.
This position supports investment trade execution and requires knowledge of brokerage and investment operational functions as well as regulatory rules and reporting requirements. The TRADER must accurately execute trades via First Command’s brokerage platform and/or ticketing system. 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. Acting as a Subject Matter Expert, the TRADER 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 you be doing?
- 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)
- 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
What value will you provide?
- Assist clients and advisors with trading strategies, executing investment trades, and money movement transactions
- Assist with questions and education for employees, clients, and field partners regarding investment trading policies and procedures
- 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/qualifications do you need?
Education
- Bachelor’s degree or equivalent work experience required
Work Experience
- 2+ years of brokerage industry or equivalent experience required
- 1+ years of contact center experience preferred
- 1+ years of experience in brokerage and investment trading 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
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