Client Engagement Specialist - First Command Financial Services, Inc.

How will this role impact First Command?

The Client Engagement Specialist works in First Command’s National Branch and supports clients that are assigned to the Home Office.This role is primarily an outbound engagement role to re-engage with existing clients, attract new business by following up on leads, and deepen relationships by connecting and following up on service requests.This role is also a backup function for the Trade Desk.

The Client Engagement Specialist spends most of their time on proactive engagement efforts with existing First Command clients.This will include creating and executing on outbound calling campaigns and following up on service requests.This role also works as a backup function to assist with the First Command Trade Desk during peak volumes and seasons.

Advice and activities conducted by the Client Engagement Specialist are required to collaborate with clients 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 the 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?

• 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 the financial planning industry, and First Command business practices and policies
• Strong interpersonal, communication, and time management skills
• Strong analytical and problem-solving skills

What will you be doing?

• Responsible for outbound client contacts to engage and provide 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.
• Assist clients and advisors with trading strategies, executing investment trades, and money movement transactions
• 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
• Outreach to clients that have insurance products with the opportunity to make changes or adjustments; This includes but is 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
• Execution of any client contact campaign that leadership deems important or necessary
• Follow up with clients when necessary to provide status updates and to close out service requests
• Required to document client contact attempts and 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
• Previous experience in brokerage and investment trading required
• 1+ years of contact center experience required

Certifications

• Series 7 and 66 (or equivalent) and Life & Health Insurance Licenses are required and/or must be obtained within 180 days from licensing start date

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.
• Strong interpersonal, communication and time management skills.
• Strong analytical and problem-solving skills.

#LI-NC1