Remote Consolidated Support Team Associate II

Job Description

How will you impact First Command?

At First Command, the Consolidated Support Team (CST) partners with field Advisor teams to provide a world-class client experience. The CST Senior Associate collaborates with the Advisor and local support team to identify, initiate, monitor, and ensure completion of forms and workflows required to implement client financial products in a timely and accurate manner. We're looking for someone with a client-focused mindset to help us in our mission to make a positive impact in clients' lives.

What will you be doing?

• Coordinate with subscribing field Advisors to plan for client appointments and determine requirements, including forms and/or workflows, to successfully implement recommended investment, insurance, and/or banking products.
• Utilize knowledge and experience to coach new Advisors and local support staff in establishing best practices for administrative and compliance functions and assist in answering client questions.
• Monitor incoming requests and work volumes, completing or delegating tasks as necessary to ensure all work is processed within established service levels.
• Prepare and process investment, insurance and banking forms and workflows to establish and service products.
• Thoroughly review all forms and workflows prior to submission to ensure completion, accuracy, and good order and identify/resolve potential issues.
• Communicate with First Command internal departments and business partners to track and follow up on submissions to ensure products are implemented/serviced in a timely manner and resolve problems related to client files.
• Efficiently resolve pending requirements/corrections, coordinating with Advisor team for needed client actions.
• Follow all applicable compliance, regulatory, and internal guidance regarding client accounts and transactions and communicate any potential areas of concern.
• Exercise good judgment and decision-making skills to prioritize work, resolve problems, recognize when additional documentation or approval is needed from Advisor or client, and escalate concerns to management when appropriate.
• Work independently with minimal supervision, allocating own time and tasks to meet required time-sensitive deadlines.
• Negotiate solutions requiring cooperation with others to achieve satisfactory results for all involved (which may include any combination of client/company/Advisor or others).
• Conduct regular meetings with Advisor and local support team to plan and status work, including upcoming appointments, work in progress, and completed work.
• Work closely with CST Manager to identify process improvement opportunities and plan and implement appropriate solutions.

What skills/qualifications do you need?

Education

• High school diploma (Required)
• College degree (Preferred, though previous work experience will be considered).

Work Experience

• Minimum 2 years as a First Command Office Manager, Administrative Assistant, or Home Office employee (Strongly Preferred)
• Minimum 5 years office experience in a business setting (Required)
• Customer Service experience (Strongly Preferred)

Knowledge, Skills and Abilities

• Requires extensive knowledge of investment, insurance and banking products, processes and procedures; including financial plans and managed investment accounts.
• Must have understanding of corporate rules, federal/state regulations, business partner requirements, and internal policies related to Advisor production, compensation and recognition.
• Requires superior communication skills and the ability to translate Advisor recommendations to the appropriate actions/tasks required to implement client's financial plan.
• Strong interpersonal skills, including the ability to empathize with client/Advisor concerns and convey negative news with appropriate sensitivity.
• Strong listening and written/verbal communication skills, including the ability to give clear instructions and clarify expectations/requirements.
• Able to work independently and coordinate tasks with others under minimal supervision (Required)
• Demonstrable analytical and problem-solving skills (Required)
• Able to multi-task with organization, accuracy and strong attention to detail while meeting deadlines in a fast-paced environment. (Required)
• Strongly proficient with Microsoft Windows and Office Suite (Required).
• Familiarity with Salesforce CRM preferred.

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