Customer Service Center Specialist

Job Description

The Customer Service Center Specialist will act as a liaison between First Command Representatives, clients, various investment companies and other outside business partners. The Specialist will be required to disseminate accurate information regarding State/Federal regulations, as well as current IRS guidelines and rules. This level representative is expected to handle all types of investment calls regardless of complexity. The representative will be required to make real-time decisions based on a thorough knowledge of products, services and processes.

Responsibilities

Serve as a subject matter expert on investments (direct @ fund, AMS, and Brokerage).

Assist First Command clients and advisors with navigating our products and services, and responding to client inquiries including account servicing and product knowledge support.

Demonstrate energy, empathy, and problem solving skills while delivering outstanding service to our clients via the phone. Actively navigate between multiple open computer programs at any one given time, on dual monitors, while speaking with clients or other First Command team members.

Engage in ongoing and advanced investment training and professional development activities including cross-training with other departments at First Command.

Collaborate with others on a small team of First Command professionals to resolve complex client inquiries, and develop knowledge of First Command products and services.

Act as a liaison between First Command representatives, clients, various investment companies and other business partners for problem resolution.

Provide investment information and education to clients and respond to research requests

Maintain orderly records of all advisor/client inquiries generated during the normal course of business

Performance Measures

Quality of Customer Service

Client Satisfaction Index

Standard Service Center metrics (First Call Resolution, Available %, etc.)

Overall professional demeanor and embodiment of corporate core values

Knowledge, Skills, and Abilities

Demonstrated passion for service and the financial markets with strong client-focus and the ability to provide a superior level of service

Able to use active listening skills to better understand the client’s needs and motivations; able to alter communication style to meet client needs and respond appropriately; able to use good judgment when responding, and respond to objectives successfully.

Possess a detailed knowledge of investment rules and have a demonstrated ability to convey this knowledge to clients

High attention to detail in order to adhere to policies, procedures, and guidelines

Ability to demonstrate work ethic with a high level of integrity and ethics

Collaborative and relational work style with proven success in a team environment

Excellent verbal and written communication with emphasis on clarity, grammar and overall effectiveness

Established intermediate to advanced technical skills, preferably in a dual monitor environment, with the ability to utilize multiple applications at one time

Ability to “flex” into other support queues

The ability to use basic math skills including addition, subtraction, multiplication and division, along with intermediate data entry/typing skills

Minimum Qualifications

Bachelor’s degree in finance, economics, business administration, or related area (preferred)

At least 2 years work experience in financial services, banking, operations, client support, call center, hospitality, or retail (preferred)

Series 6 or 7 and Series 63 required (or ability to obtain them within a specified time period)

Life and Health insurance license preferred

Must be available to work mandatory overtime during peak call times and on special projects when required

Those unlicensed (or not fully licensed) individuals hired into the Specialist position are hired under a Condition of Employment (COE) to obtain Series 7 and 63 licenses within a specified time period. This COE means that if you do not successfully complete the licensing requirement, you may be subject to termination.

Disclaimer

The information of this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.

Required Skills

Required Experience

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