Client Solutions Specialist (CSS I)

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.   

What is the purpose of this role? 

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

What value do 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

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