How will this role impact First Command?

*This is a part-time, temporary position*

We are seeking a detail-oriented and proactive Case Processor to join our Internal Sales Insights Team. In this role, you will be responsible for managing service cases through ACE (Salesforce), ensuring prompt, accurate, and thorough resolution. This position involves working closely with financial advisors and internal staff to process investment-related service requests efficiently.

What will the employee do in this role?

• Log into ACE at the beginning of each workday to manage workflow.
• Review newly assigned service cases for completeness; identify and follow up on any missing information.
• Prioritize workload by processing cases in order of oldest to newest.
• Analyze advisor requests and determine the appropriate action steps.
• Contact advisors and administrative staff for additional information or clarification as needed.
• Use Morningstar Advisor Workstation to generate investment reports in line with advisor recommendations.
• Maintain up-to-date and accurate case notes and status updates in ACE.
• Complete assigned cases with a focus on quality and efficiency throughout the day.
• When all current cases are completed, take initiative to assign and process additional cases as needed.
• Collaborate and communicate effectively with team members and management to resolve issues and streamline processes.

What skills/qualifications do you need?

• Experience in a client service, operations, or administrative support role preferred.
• Familiarity with CRM or case management systems such as ACE is a plus.
• Knowledge of financial services tools, particularly Morningstar Advisor Workstation, is highly desirable.
• Strong analytical skills with attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Ability to work independently while managing multiple priorities effectively.
• Proactive mindset with a strong sense of ownership and accountability.

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