Consolidated Support Team (CST) Field Liaison Lead

Consolidated Support Team (CST) Field Liaison Lead

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 to 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 manager in identifying trends and process improvement opportunities.

Responsibilities :

• 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 and 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.

Requirements :

Skills and Qualifications :

First Command Financial Services, Inc. is an Equal Opportunity Employer.

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