Client Solutions Specialist I

About the role

The Client Service Center (CSC) is the primary support hub for First Command’s clients and field partners, embodying a client‑obsessed culture and the highest ethical standards. The Client Solutions Specialist I provides general support to clients, employees, and field partners, primarily handling inbound calls about insurance products and First Command’s web portal. Serving as a subject‑matter expert on insurance products and paperwork, the role requires knowledge of operational functions, regulatory rules, and reporting requirements. The specialist assists clients and advisors in navigating the web portal, offers account servicing and product knowledge support, and follows a consultative approach to meet industry and First Command regulations, policies, and procedures. Participation in individual and collaborative divisional projects—including report monitoring, relationship development, training, documentation, and process improvement—is also expected.

Responsibilities

• Support clients and advisors with web portal navigation and account information updates.
• Assist clients and advisors with insurance product inquiries.
• Provide education for employees, clients, and field partners regarding insurance forms, policies, and procedures.
• Act as a liaison for clients and advisors with business partners for problem‑solving.
• Partner with Quality Management to resolve client concerns, including direct communication with clients and coordination with support staff and external partners.
• Conduct insightful problem solving by investigating client situations and determining the best course of action.
• Follow up with clients to provide status updates and close out service requests.
• Document details of all client and advisor interactions.

Skills

• Demonstrated passion for people with a strong client focus and desire to provide superior service.
• Integrity and high ethical standards.
• Ability to balance competing priorities in a fast‑paced environment.
• Superior customer service skills, including conflict diffusion and resolution.
• Specific operational knowledge of insurance products and paperwork.
• Collaboration across cross‑functional teams for client support and issue resolution.
• Strong interpersonal, communication, and time‑management abilities.
• Analytical and problem‑solving skills.

Qualifications

Education: Bachelor’s degree or equivalent work experience preferred.

Work Experience: 1+ years of brokerage or insurance industry experience (or equivalent) preferred; 1+ years of contact‑center experience preferred.

Certifications: Life & Health Insurance License required and/or must be obtained within 180 days from licensing start date (LI‑NC1, LI‑Hybrid).