Client Solutions Specialist I

SilkRoad; Fort Worth (TX); Hybrid; USD 42,000 - 60,000; Full time

Job summary

First Command is seeking a Client Solutions Specialist I to respond to inbound calls about insurance products and guide clients through First Command’s web portal. The role emphasizes high ethical standards and client-centric service, with opportunities to collaborate on process improvements.

The ideal candidate has a Bachelor’s degree or equivalent experience, 1+ year in brokerage/insurance and call center settings, and may need to obtain a Life & Health Insurance license within 180 days.

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

• Respond to inbound calls related to insurance products and First Command’s web portal.
• Provide product knowledge support and assist with paperwork and regulatory requirements.
• Navigate and educate clients and advisors about forms, policies, and procedures.
• Collaborate with cross-functional teams to resolve client issues and questions.
• Document details of all client and advisor interactions accurately.
• Monitor service requests and provide status updates to clients.

Skills

Client focus

Communication skills

Time management

Analytical thinking

Education

Bachelor’s degree or equivalent

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. This position requires a consultative approach to ensure advisor and client requests are accomplished while meeting industry and/or First Command regulations, policies, and procedures. The CSS I will participate, both individually and collaboratively, in divisional projects of varying service and operational nature, including but not limited to report monitoring, relationship development, training, documentation, and process improvement.

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

First Command does not discriminate in the recruiting of Financial Advisors onthe basis of race, color, religion, national origin, sex, marital status,disability, age or veteran status. No information solicited by First Commandfrom you is intended to be used in a discriminatory manner. All informationprovided by you will be reviewed carefully, but the receipt of an Advisorapplication or other information does not imply that you will be offered theopportunity to enter into a Financial Advisor/Agent Agreement with FirstCommand.