How will this role impact First Command?

The Field Support Consultant (FSC) is responsible for providing World Class Service through multiple service channels.  The primary role of the Consultant is the fulfillment of incoming product and service requests from the field.  The FSC is also responsible for driving growth through enrichment in retail banking, with a focus on customer-centric quality that will differentiate our client experience and deliver market leading service. This role is vitally important in building and maintaining strategic relationships with Field staff that will translate into a partnership.  The FSC should show a mastery level of understanding in IRA transactions and tax reporting, as well as business, trust and estate account processing. Position handles a variety of duties while insuring that a World Class level of service is maintained, as well as insure all banking procedures are strictly followed to prevent loss to the organization.  This role maintains a high level of accountability and collaboration through Field Support functions.

What will the employee do in this role?

• Onboarding clients through multiple service channels and fulfilling service requests, including but not limited to new accounts, IRA transactions, inbound phone calls, secure messages and other correspondence. 
• Partner with the Field staff to ensure field service requests are handled effectively and timely. 
• Liaise with all bank support departments (QC, Operations, Internal Audit, Legal, Compliance, etc.) to ensure the team’s services are operationally sound.
• Research, resolve and respond to advanced inquiries demonstrating a masterful ability to communicate concepts and strategies.
• Demonstrate the ability to make time sensitive risk management decisions within the scope of duties and level of empowerment.
• Process a variety of highly complex financial transactions accurately and timely within departmental standards and regulatory required timeframes. 
• Enhance and grow relationships with Advisors, Home Office Employees and Clients in an effort to enrich banking product and service knowledge across the organization.
• Drive process improvements through regular monitoring, maintenance, and establishment of departmental procedures and user guides.
• Develop and implement training to improve overall departmental production and quality.
• Compile, organize and report on production and quality information to identify trends and collaborate to improve processes.
• Review individual retirement account transactions to ensure proper tax reporting, and coordinates corrections as needed.
• Monitor changes to individual retirement account regulations and ensure procedures are updated to comply with regulations.
• In connection with the Quality Assurance test group, develop and maintain IRA content to be communicated to the field staff.
• Open all bank account types including checking, money market, trust, estate, business, CDs and individual retirement accounts.
• Provide inbound phone call support back up for the Personal Banking department.
• Compile daily and monthly reports as needed for the department. 

What skills & qualifications do you need?

Education

• High School Diploma (College Degree Preferred)

Work Experience

• 3 to 5 years of banking or financial services experience required
• 1 year of contact or call center experience preferred
• 1 year of First Command experience preferred

Required Knowledge, Skills, and Abilities

• Advanced industry knowledge regarding banking regulations including but not limited to individual retirement accounts.
• Excellent working knowledge of regulatory (IRS, FRB) requirements imposed upon First Command Bank specific to business operations.
• Advanced knowledge of all bank account types including checking, money market, trust, estate, business, CDs and individual retirement accounts. 
• Comprehensive understanding of individual retirement accounts, including but not limited to; documentation and processing, conversions, contributions distributions, transfers and re-characterizations.
• Continued pursuit of industry knowledge specific to products, services, features, developments and benefits.
• Superior customer service skills and the ability to collaboratively work with Clients, Advisors, and internal/external business partners, as needed, to resolve highly complex inquiries and issues.
• Advanced analytical, data-mining and problem solving skills with the ability to analyze trends and identify and communicate problems or concerns.
• Demonstrate confidence, skill and professionalism demanded in this role to resolve critical issues in a manner that strengthens the client relationship and mitigates risk for the firm.

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