Client Solutions Specialist I

How will this role impact First Command

The Client Service Center (CSC) is the primary support center for First Commands clients and field partners and has a deep culture of client-obsessed service and the highest ethical 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 Commands 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 Commands web portal and responding to inquiries including account servicing and product knowledge position requires a consultative approach to ensure advisor and client requests are accomplished while meeting industry and/or First Command regulations policies and 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 clients current situation and ask questions to learn what course of action is in the clients 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

• Bachelors 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