Consolidated Support Team (CST) Field Liaison Lead

How will this role impact First Command

In this fully remote role the CST Field Liaison Lead partners with Advisor teams to prepare for execute and provide follow-up on client appointments helping to drive a positive client experience and helping Advisors achieve annual personal production goals. The focus of the role is meet regularly with Advisors to understand upcoming appointment paperwork needs and provide coaching where necessary; task and track work items to CST members; work with internal departments and business partners to resolve problems; and assist the CST manger in identifying trends and process improvement opportunities.

What will the employee do in this role

• Provide coaching and motivation specific to Fast Start Advisors to help them feel confident make clear decisions and achieve success related to best case administrative practices due diligence and compliance.
• Conduct regular meetings with Advisors Field Support Staff and CST regarding upcoming appointments work in progress and completed work.
• Utilize knowledge and experience to coordinate with subscribing Advisors and Field Support Staff to plan for client appointments and correctly determine the forms requirements and research necessary to successfully implement the recommended investment insurance and/or banking products a clearly convey expectations and instructions to all parties.
• Utilize knowledge and experience to efficiently communicate with Advisors Field Support Staff and CST regarding requirements corrections or NIGOs and negotiate solutions to achieve satisfactory results.
• Assign and track incoming requests to the team as necessary to ensure all work is completed within established service levels and make effective recommendations to the team to solve any conflicting priorities.
• Facilitate effective interactions between team members by fostering and encouraging a positive environment of outstanding teamwork mutual respect and exceptional morale.
• Create and maintain positive working relationships with internal department and business partners as the team tracks and follows up on submissions to ensure products are implemented or serviced in a timely manner and to resolve problems related to client files.
• Exercise good judgement and decision-making skills to recognize when additional documentation or approval is needed and escalate to Manager as appropriate.
• Prepare and submit daily volume reports to Manager.
• Assist Manager in analysis of monthly usage reports.
• Work closely with Manager to identify and plan process improvement opportunities and implement appropriate solutions.
• Must be prepared and able to perform the duties inherent in other team member job roles.

What skills/qualifications do you need

Education

• High school diploma (Required)
• College degree (Preferred though previous work experience will be considered)

Work Experience

• Minimum 2 years as a First Command Office Manager Administrative Assistant or Home Office employee ()
• Office manager experience (Strongly Preferred)

Required Knowledge Skills and Abilities

• Demonstrate and maintain advanced understanding and awareness of all applicable compliance regulatory and internal guidance related to First Command products and Advisor production compensation and recognition.
• Strong proficiency with Salesforce.
• Strong proficiency with Microsoft Windows and Office Suite.
• Passion for coaching and mentoring others for growth that brings energy and passion to the team.
• Desire for continual learning and dedication to study and apply new concepts.
• Adept at verbal and written communication and ability to clearly communicate thoughts and ideas to varied audiences.
• Excellent listening skills to empathize and convey information with appropriate sensitivity.
• Adapt and multi-task with organization accuracy and strong attention to detail while meeting deadlines in a fast-paced environment.
• Able to effectively handle stress pressures and challenges inherent within the industry.
• Self-motivated to work independently and coordinate tasks with others under minimal supervision.

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