How will this role impact First Command? 

The Client Engagement Specialist (CES) plays a critical role within First Command, serving as an initial point of contact for prospective and existing clients. This position focuses on engaging individuals through proactive outreach, conducting discovery conversations to understand their financial goals, and providing information about how First Command can support their needs. By acting as a financial coach and providing relevant resources, the Specialist helps clients and prospects make informed decisions while transitioning them to Financial Advisors for continued support. This role directly impacts First Command’s mission by fostering meaningful client relationships and creating opportunities for long-term partnerships.

What will the employee be doing?

• Proactively contact marketing-generated leads to initiate conversations and build rapport
• Conduct discovery interviews to understand prospects’ financial goals, needs, and concerns.
• Provide clear explanations of First Command’s services and resources without offering specific financial advice or recommendations.
• Act as a financial coach by sharing relevant information and tools to help prospects make informed decisions.
• Strategically collaborate with Financial Advisors to transition qualified clients for further discussions and financial planning.
• Document all client interactions and updates in the CRM system accurately and promptly.
• Execute outreach campaigns as directed by leadership to engage potential clients.
• Maintain compliance with industry regulations and company policies during all client interactions.

What skills and qualifications does this employee need?

Education

• Bachelor’s degree or equivalent work experience required

Experience

• 2+ years of experience in customer engagement, sales, or a related field preferred
• Previous experience in financial services or contact center environments is a plus

Certifications

• Life & Health Insurance License required (or must be obtained within 180 days of hire)
• FINRA Series 7 and 66 licenses preferred but not required

Required Knowledge, Skills, and Abilities

• Strong interpersonal and communication skills with the ability to engage diverse audiences.
• Demonstrated ability to conduct effective discovery conversations and build trust.
• Knowledge of financial planning concepts and familiarity with insurance products preferred.
• High ethical standards with a commitment to acting in the client’s best interest.
• Strong organizational skills with attention to detail in documenting client interactions.
• Ability to manage competing priorities in a fast-paced environment.

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