How will this role impact First Command?

At First Command, our mission is coaching those who serve in pursuit of financial security. Our strategy is to deliver face-to-face coaching at every stage of your life. We do that by building lasting bonds, standing with you through all of life’s changes, partnering with you so that you can enjoy lifelong financial security and we are committed to making a difference in the military community.

First Command’s military-focused hiring strategy dates back to the company’s founding in 1958. We are proud to rank among the nation’s top employers of military vets and spouses - offering rewarding financial services careers for those who serve.

Position Summary

The Personal Banking Associate is a first line service position responsible in delivering personalized service to our clients and advisors across globe. The primary responsibility of this role is to handle inbound calls, emails, and secure messages in a fast pace environment while delivering a world class experience. In this role, you will be required to make real-time decisions based on a thorough knowledge of all bank products, tools, services, and processes.

What will the employee do in this role?

• Member of First Command Bank’s multi-channel contact center supporting:
  • New and existing client and advisor accounts
  • Mobile & online banking support
  • Loan servicing
  • Transaction assistance
  • Bill pay
  • Paperless enrollment
  • Credit and debit card services
  • Deposit account maintenance
• Cross-sell consumer banking products such as loans, credit cards, and other channels of banking such as online banking, mobile banking, and the automated voice system
• Proactively manages risk in every business, product, and service transaction leveraging available tools __

What skills/qualifications do you need?

Education

• High school diploma or equivalent required
• Bachelor’s degree preferred

Work Experience

• Minimum 3-5 years bank contact center experience and/or bank operations in a highly complex environment preferred
• 3+ years’ experience working with digital products, including mobile, online and e-commerce preferred
• 2+ years’ experience working with Jack Henry Silverlake core preferred

****Required Knowledge, Skills, and Abilities

• Must possess discernment in being able to apply bank policy and regulations in all situations

• Must demonstrate a history of:

  • Effective communication
  • Critical thinking
  • Problem solving
  • Emotional intelligence
  • Intellectual curiosity
  • Interpersonal skills

• 3+ years of experience using Microsoft Office Suite, Word, and Outlook and must be able to learn other software specific to First Command Bank and Channel Management

• Passion for serving the military

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Required Skills

Required Experience

The MHC Member Experience Assistant Manager must possess a high degree of working technical knowledge in the areas of Member Service, products and services, problem solving and excellent decision/judgment skills. The following is also required:

• High School Diploma or GED required. Associate’s Degree preferred in related field or equivalent combination of education and experience.
• A minimum of two years related experience and/or training; or equivalent financial and or management experience preferred. A proven ability to effectively lead a team is required. Experience in a call center environment, preferably at a Credit Union or other financial institution is preferred.
• Demonstrated ability to lead others
• Demonstrated ability to analyze, reason, problem solve, and prioritize work independently.
• Ability to motivate, develop and reward staff
• Effective time management
• Demonstrated ability to work in a fast paced and ever changing environment
• Excellent analytical, managerial, written, communication and interpersonal skills.
• Must be familiar with Member Experience operations
• Demonstrated intermediate knowledge with Microsoft Office and Workforce Management products.