How will your role impact First Command?

The role of the Client Relationship Specialist at First Command is vital in providing comprehensive support to Home Office clients and Advisors. With a strong emphasis on client-centric services and unwavering ethical principles, the Client Relationship Specialist fulfills the administrative needs of all National Branch teams. Their primary responsibility is to assist clients, employees, and field partners by offering a wide range of services, including addressing inbound and outbound calls regarding investment and insurance accounts and products. CRS serves as a dedicated client advocate, ensuring optimal support in all circumstances.

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, regulatory rules, and reporting requirements. The CRS II assists clients and advisors in navigating First Command products and services and responding to inquiries, including investment and insurance servicing needs. The CRSII adopts a consultative approach to ensure seamless operations, carefully considering advisor and client requests while meeting industry and First Command regulations, policies, and procedures. The CRS 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 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
• Demonstrates comprehensive knowledge of investment and insurance products and their associated processes and procedures.
• 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
• Efficiently manages incoming action items through various channels, employing prioritization and delegation techniques when necessary.
• Conducts daily report reviews and takes appropriate actions, effectively balancing the expectations of both NB Advisors and clients amidst competing priorities.
• Maintains accurate tracking of suspense actions, encompassing cover memos, mode of payment forms, service actions, documents about Advisor payment, research, and problem resolution items.
• Strong interpersonal, communication, and time management skills
• Strong analytical and problem-solving skills

The Value You Provide

• Provide comprehensive assistance to clients and advisors regarding inquiries related to investment and insurance products.
• Offer guidance and education to employees, clients, and field partners on investment policies and procedures, addressing their questions and concerns.
• Serve as a liaison between clients, advisors, and business partners, facilitating problem-solving efforts and ensuring effective communication.
• Collaborate with the Quality Management (QM) team to address client concerns, engaging in direct conversations with clients to better understand their situations. Work closely with support staff, external business partners, and QM to achieve satisfactory resolutions.
• Engage in insightful problem-solving for clients, thoroughly investigating their current circumstances and asking relevant questions to determine the best course of action in their best interests.
• Follow up with clients as needed, providing status updates, and closing out service requests promptly.
• Maintain detailed documentation of all interactions with clients and advisors, capturing updated information and ensuring accurate record-keeping.

Performance Measures

• Goal Management success as measured within the Performance Management System.
• Overall professional demeanor and embodiment of corporate core values as measured by the six (6) core competencies.
• Quality of customer service as monitored by SMARSH, CIC, LYNC, and Quality Management.

What skills/qualifications do you need?

Education

• High School Diploma or equivalent (REQ.).
• College degree (PREF.).
• Post-secondary degree in relevant field identifies exemplary candidate.

Work Experience

• 2+ years of Administrative Assistant experience or equivalent experience. (PREF)
• 1+ years of First Command Administrative experience. (REQ)
• Customer Service experience. (PREF)

Licensing & Registration Requirements

• Life & Health Insurance License and/or must be obtained within 90 days from the licensing start date (REQ.)
• Series 7 & 63 (PREF.)

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Required Skills

Required Experience