HOW WILL YOUR ROLE IMPACT FIRST COMMAND?
The National Branch Financial Advisor (NBFA) is responsible for handling questions and specific request for the 100,000+ clients assigned to the Home Office. Responsibilities, first and foremost, include monthly proactive outreach to clients that have insurance products that allow the client to make changes and/or adjust coverage amount. This includes, but not limited to, contacting clients who have Options to Purchase Additional Insurance (OPAI) elections, Decreasing Term conversions, and any other specific campaigns that leadership deems that First Command has an obligation to notify our clients. In addition to outbound calls, inbound client calls can lead to requests that include basic account maintenance to more complex financial situations such as the transfer and/or reregistration of assets due to the birth of a child, change of jobs, divorce or death. Advisor is expected to provide financial advice and accurate information to serve the needs of our clients.
For all advice and activities conducted by the (NBFA) they are required to collaborate with the client and discern the best and most prudent course of action in support of the client’s best interests. This fiduciary duty includes making financial recommendations consistent with First Command philosophy and providing clients with direction and professional service as required. In some instances, it maybe the NBSA must work to resolve an issue or concern presented by a client that requires multiple touches and/or follow-up from First Command. The NBFA, when applicable, will assign administrative tasks to the National Branch Sales Assistant Team. Communication with clients is traditionally conducted through telephone, First Command Client Portal, email, and other forms of traditional written communication.
We have a belief at First Command – once a client, always a client. The National Branch has the responsibility to meet the needs of our clients in a professional, timely, effective, and most importantly accurate manner. Through the course of any client service engagement a client desires to pursue a financial planning relationship with First Command, the National Branch will provide the client with the required documentation to review and update to ensure we have the most accurate financial information. Once received back, the National Branch will provide a warm transfer to a First Command Field Advisor or National Branch Planning Advisor so the client can work with an Advisor to get Financially Squared Away.
WHAT WILL YOU BE DOING?
- Provide full financial planning needs for select number of face-to-face Home Office Employees; Manager Discretion based on Advisors’ financial experience level and number of Home Office Employees per Financial Servicing Advisor
- Responsible for responding to inbound client calls and making proactive outbound client calls that require an Advisor’s unique level of expertise and advice on insurance, investments, helping clients understand feature and different types of accounts, purchase and liquidation of funds, etc.
- Partner with Quality Management (QM) to resolve client concerns; Involves speaking directly with client to better understand situation and working with Support Staff, outside Business Partners and/or QM to reach a resolution
- Proactive outreach to clients that have insurance products with the opportunity to make changes or adjustments; This includes but not limited to reaching out to clients who have Options to Purchase Additional Insurance (OPAIs) elections, Decreasing Term conversions, etc.
- Service the broader financial planning needs of each Home Office assigned client that contacts the Customer Service Center and/or National Branch.
- Provide the best client experience by fulfilling the request and needs of our clients in a professional, timely, effective, and accurate manner.
- Provides guidance and coaching as needed to maintain and support client Financial Plans.
- Conducts insightful problem solving for clients taking the time to investigate the client’s current situation and ask the kinds of questions necessary to learn what course of action is in the client’s best interests.
- Offer the opportunity for clients to reengage with a First Command Field Advisor or National Branch Planning Advisor based off identified need and/or clients willingness to actively participate in financial planning process.
- Execution of any proactive client campaigns that leadership deems necessary for NBSA to notify and/or assist clients.
- Communicate financial planning concepts and obtain relevant information to accurately answer questions and/ or meet the needs of clients.
- Follow-up with clients when necessary to provide status updated and/or close-out service request.
- Required to document client contact attempts, client contact and profile information, and any client interaction within CRM system. Includes updating necessary financial/compliance tabs.
WHAT SKILLS/QUALIFICATIONS DO YOU NEED?
EDUCATION
- College Degree. (PREF.)
- Bachelor’s degree in finance, economics, business administration, or related area (PREF.)
- Military experience (PLUS)
WORK EXPERIENCE
- 3+ years of Financial services industry experience (i.e. Financial Servicing Advisor, Financial Advisor, Financial Planner, CFP, or equivalent work experience).
- First Command Field Advisor or National Branch Service Advisor (PREF.)
- Required to Attend and Certify at Fast Start Academy Within 3 mos. of hire (if previously licensed)/ 6 months (if no licenses)
CERTIFICATIONS
- Must acquire or currently hold Series 7 & 66 (or equivalent) and Life and Health licenses. (REQ.)
- Must Complete all coursework and Certify at Fast Start Academy
- If fully licensed, within 3 months of start date
- If no licenses prior to hire, within 6 months of start date
- Eligible for hire and promotions as National Branch Service Advisors based on work experience, Security Licensing (PREF: Series 7, 66, and Life & Health) and Performance Reviews.
KNOWLEDGE, SKILLS AND ABILITIES
- Demonstrated passion for people, first and foremost, and secondarily service. Must have strong client focus and desire to provide a superior level of service. (REQ.)
- Ability to demonstrate unquestioned work ethic with the highest level of integrity. (REQ.)
- Excellent verbal and written communication with emphasis on clarity, grammar and overall effectiveness. (REQ.)
- Capable of quickly building good rapport with people (clients) in a short span of time. (REQ.)
- Able to use active listening skills to better understand client needs and motivations; able to modify communication style to meet client needs and respond appropriately; able to use good judgment when responding, and respond to objections successfully. (REQ.)
- Solid command of financial planning concepts, knowledge of financial planning industry and First Command business practices and policies. (REQ.)
- Strong operational knowledge of investment products (mutual funds, variable annuities), risk products, and bank products offered by First Command. (REQ.)
- Strong interpersonal, communication and time management skills demonstrated in a team environment. (REQ.)
- Outstanding multi-tasking, attention to detail, and decision making skills. (REQ.)
- Ability to handle a wide variety of situations, deadlines and challenges in a dynamic, high-tempo office environment. (REQ.)
- Ability to interpret published procedures and policies of the organization. (REQ.)
PERFORMANCE MEASURES
- Mid-Year/Year End Goals Established by National Branch Leadership Team
- Standard Contact Attempts to Clients (i.e. OPAIs, Client Campaigns, etc.)
- Standard Client Data Accuracy and Improvement
- Standard Time On or Available on Phones
- Quarterly Service and Sales Bonus Opportunity after appropriate licensing and appointments obtained
- Overall professional demeanor and embodiment of corporate core values as measured by the six (6) core competencies.
- Quality of customer service as monitored by SMARSH, CIC, LYNC, and Quality Management.
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Required Skills
Required Experience