Sr. Client Relationship Specialist

Job Description

How Will Your Role Impact First Command?

The Sr. Client Relationship Specialist (CRS) is responsible for handling direct client questions and specific service requests from any of the 107,000 clients assigned to the Home Office. Client requests can include routine account maintenance to complex situations in which transfer and/or reregistration of assets are required due to life events such as birth of child, change of jobs, divorce, or death. The Sr. CRS facilitates the preparation and delivery of detailed written communications and pre-populated documents to clients. The Sr. CRS is required to collaborate with the client and discern the best and most prudent course of action in support of the client's best interests. Sr. CRS will partner with Planning and Service Advisors to fulfil client requests that require the expertise of a Licensed Individual or Advisor. The Sr. CRS reports directly to the Manager, National Branch.

Administrative tasks are assigned to the Sr. CRS by Planning Advisors, Service Advisors, and/or Manager Delegate. Tasks can include but not limited to the following: Inbound/Outbound Client Contact, Option to Purchase Additional Insurance (OPAI) Research, Prepping/Follow-Up of Paperwork, working closely with Internal Departments/Personnel, Contacting External Business Partners, Product Research, etc. In many instances, the Sr. CRS must work to resolve an issue or concern presented by a client that requires multiple touches and/or follow-up from First Command. For all activities performed by the Sr. CRS, they are required to meet department performance expectations while adhering to the guidelines and compliance directives of First Command, regulatory bodies such as FINRA and the SEC, and the respective product providers. Communication with clients is traditionally conducted through telephone, First Command Client Portal, email, and other forms of traditional written communication.

We have a belief at First Command - once a client, always a client. The National Branch has the responsibility to meet the needs of our clients in a professional, timely, effective, and most importantly accurate manner. Through the course of any client service engagement a client desires to pursue a financial planning relationship with First Command, the National Branch will provide the client with the required documentation to review and update to ensure we have the most accurate financial information. Once received back, the National Branch will provide a warm transfer to a First Command Field Advisor or National Branch Planning Advisor so the client can work with an Advisor to get Financially Squared Away.

What Will You Be Doing?

• Helps to delegate/manage daily operations of CSS team members to ensure efficient performance in all areas.
• Works closely with Manager conducting training sessions for all support personnel and Advisors when applicable.
• Evaluates and analyzes procedures to certify efficiency and effectiveness in the processes.
• Provides service support for clients and administrative support to Planning and Service Advisors; Support includes but not limited to: Inbound/Outbound Client Contact, Option to Purchase Additional Insurance (OPAI) Research, Prepping & Follow-Up of Paperwork, working closely with Internal Departments/Personnel, Contacting External Business Partners, Product Research, etc.
• Resolves problems, answers questions for clients, and when needed, facilitate transfer of clients to the appropriate Licensed Individual or Advisors
• Prepare written guidance to Planning and Services; Guidance can include but not limited to what forms are required, checks to collect, signatures needed, if a signature guarantee is required, and how the account opening, re-registrations, and/or transfer process should occur.
• Provide the best client experience for our clients by reviewing written guidance to Clients/Advisors and all other documentation prior to client distribution to ensure the National Branch meets their needs in an effective, timely, and accurate manner
• Prepare documentation for clients on based of client interaction with a member of the National Branch specific to a sale or service-related item. Deliver documents to clients via electronic transmission or physical mail.
• Serve as team resource to track, follow up, and resolve tasks; Tasks include but not limited client contact, prepare, and distribute paperwork, verifying client received paperwork, and follow-up paperwork processed accordingly, reaching out to internal/external business partners to resolve client questions/concerns.
• Required to document client contact attempts, client contact and profile information, and any client interaction within CRM system. Includes updating necessary financial/compliance tabs.
• Adhere to First Command Compliance Manual/Business Policies, industry and regulatory requirements, Business Partners policies, etc.
• Actively participate in regular scheduled meetings, training and/or professional development activities
• Scanning and indexing all required documents in timely manner to meet business requirements.

• Accurately explain processes and prepare appropriate documents for routine account maintenance and complex financial situations

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

• Minimum 3-year Administrative Assistant experience. (REQ.)
• Industry Related Call Center or Customer Service Experience. (PREF.)

Certifications

• Life & Health Insurance License and/or Series 7/66 (REQ.)

Knowledge, Skills and Abilities

• Knowledge of financial services/planning industry, products and standard processes/policies
• Strong interpersonal, communication and time management skills demonstrated in a team environment
• Excellent verbal and written communication, problem solving and decision-making skills; Able to use active listening skills to better understand client needs and motivations
• Demonstrate sense of urgency, ability to multitask, excellent organizational skills, and strong prioritization skills.
• Handle a wide variety of situations, deadlines and challenges in a dynamic, high-tempo office environment
• Navigate and utilize multiple programs/systems at one time while speaking with clients or other First Command team members.
• Discreetly handle sensitive and confidential information.
• Demonstrate professionalism, energy, and empathy (when applicable) while delivering outstanding service to our Clients and Advisors
• Work independently with minimum supervision

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.

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