Client Solutions Specialist I

First Command Financial Services, Inc.; Fort Worth (TX); Hybrid; USD 45,000 - 65,000; Full time

Job summary

First Command Financial Services, Inc. is seeking a Client Solutions Specialist I to support clients, employees, and field partners, primarily handling inbound calls about insurance products and our web portal.

The role requires knowledge of insurance products and regulatory rules, strong client service and communication skills, and the ability to juggle priorities in a fast-paced environment. The candidate should have a Life & Health Insurance License or be eligible to obtain one within 180

Qualifications

• Bachelor’s degree or equivalent work experience preferred.
• 1+ years of brokerage or insurance industry or equivalent experience preferred.
• 1+ years of contact center experience preferred.
• Life & Health Insurance License required and/or must be obtained within 180 days from licensing start date.

Responsibilities

• Assist clients and advisors with web portal navigation and account information updates.
• Assist clients and advisors with insurance product inquiries and policy education.
• Collaborate with cross-functional teams to resolve client concerns.
• Document details of all client and advisor interactions and follow up as needed.

Skills

Client focus

Integrity

Time management

Communication

Problem solving

Cross-functional collaboration

Education

Bachelor's degree or equivalent work experience

Job description

Job Description

How will this role impact First Command?

The Client Service Center (CSC) is the primary support center for First Command’s clients and field partners and has a deep culture of client-obsessed service and the highest ethical standards. The Client Solutions Specialist I role is a general support role for our clients, employees, and field partners, primarily responding to inbound calls related to insurance products and First Command’s web portal. This position serves as a subject matter expert on insurance products and paperwork and requires knowledge of operational functions as well as regulatory rules and reporting requirements. The CSS I assists clients and advisors in navigating Frist Command’s web portal and responding to inquiries including account servicing and product knowledge support. The CSS I will assist clients and advisors

What will the employee do in this role?

• 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 insurance products and paperwork
• Ability to partner and collaborate in cross-functional teams for client support and issue resolution
• Strong interpersonal, communication, and time management skills
• Strong analytical and problem-solving skills

The Value you Provide

• Support clients and advisors with web portal navigation and account information updates
• Assist clients and advisors with insurance product inquires
• Assist with questions and education for employees, clients, and field partners regarding insurance forms and policies, and procedures
• Act as a liaison for clients and advisors with business partners for problem-solving
• 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
• 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
• Follow up with clients when necessary to provide status updates and to close out service requests
• Required to document details of all client and advisor interactions

What skills & qualifications do you need?

Education

• Bachelor’s degree or equivalent work experience preferred

Work Experience

• 1+ years of brokerage or insurance industry or equivalent experience preferred
• 1+ years of contact center experience preferred

Certifications

• Life & Health Insurance License required and/or must be obtained within 180 days from licensing start date

LI-NC1
LI-Hybrid