Product Operations Specialist

Job Description

How Will Your Role Impact First Command?

Responsible for the operational support for all risk-based products, including Life, LTC, DI and Annuities. Coordinates with Product Managers and home office departments to establish and maintain relationships with business partners from an operational standpoint. Coordinates with home office departments and key business partners to manage inquires and problem resolution on escalations while additionally coordinating with the Advisors, Office Staff and Field Leadership. Collaborate with Quality Management as needed for formal complaints. Additional responsibilities include website content management in conjunction with the Product Managers, ad hoc reports and projected as needed. Assists with the operational and administrative deployment of new risk management products for the product management group by coordinating with key internal departments. You may take part in the organization and the department as a member of an Agile Release Train, shared services, or subject matter expert in innovation initiatives in service, operations, and technology. You will impact the organization through maintaining flexibility and learning additional new skills. Supports the Integrated Sales Team, Insurance Operations team, and leadership as required.

What Will You Be Doing?

• Must have a working knowledge of all insurance and annuity products offered by First Command and overall understanding of insurance processes.
• Support Product Managers bymaintaining relationships with key business partners to support Advisors and clients from an operational standpoint, including problem escalation and resolution.
• Work with other Internal Departments (Financial Services, Licensing, Brokerage Operations, Legal, Advisor Operations, BIS etc.) to resolve Insurance - related issues and to identify areas for process improvement.
• Troubleshoot issues and collaborate with interdepartmental contacts to coordinate changes in procedure or cross training initiatives.
• Assist in handling product rate increases, to include obtaining Carrier information, client lists and assist with Field communication and notification, while also supporting Advisors in obtaining options for clients and assisting in making recommendations of policy changes.
• Coordinate with Carriers and Product Managers to ensure product information remains current and valid in First Reference.
• Creation and delivery of insurance training for AA's and OM's, Customer Service Center and other ad hoc training needed for internal departments and/ or Field staff.
• Support Integrated Sales Team with ad hoc reporting and projects as needed.
• Support Agile Release Trains in initiatives to gain efficiency in operations and service and support a better field, client, and employee experience.

What Skills/Qualifications Do You Need?

Education

• College degree required (previous work experience will be considered)

Work Experience

• 5 years office experience (required)
• 3 years previous Insurance experience (required)
• Customer Service experience (preferred)

Certifications

• Life & Health Group I Ins. License (required)

Knowledge, Skills and Abilities

• Specific knowledge of all risk (insurance and annuity) products (required)

• Fundamental knowledge of all products offered by First Command Financial Planning Advisors (preferred)
• General knowledge of the financial planning industry (preferred)
• Strong communication, interpersonal skills and time management skills (required)
  • Strong analytical and problem-solving skills (required)
  • Excellent attention to detail (required)
  • Ability to work independently with minimum supervision (required)
• Proficient in all needed technology (including but not limited to: AS400, ACE, Sharepoint, MS Office, Business Partner/ Carrier Websites and data systems (preferred)

#LI-NC1