Field Support Consultant
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Job Location:
Fort Worth, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
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 teams 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.
LI-NC1
LI-Hybrid
Required Experience:
Contract
Key Skills
- Active Directory
- Technical Documentation
- Windows
- On-Site Support
- Test Equipment
- Linux
- Internet
- Preventive Maintenance
- Technical Assistance
- Troubleshoot
- Problem Resolution
- Setup
- hardware
- Technical Support
- UNIX
About Company
With over 60 years of financial coaching experience and over 175 offices around the world, First Command's Financial Advisors are proud to serve America's military.
