Research & Resolution Research Specialist
First Command Financial Services, Inc. - Fort Worth, TX

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Position Summary

Support First Command Advisors and Clients through the processing of client requests, researching mutual fund/Asset Management Solutions (AMS) account discrepancies, handling account corrections and adjustment requests, filing and all other administrative actions. The incumbent will act as liaison between First Command associates and various fund companies. This position performs Level 2 support for the call center and the primary means of receiving work is via Remedy cases. However, work is also received via daily and periodic reports, journals, and ad-hoc requests.


Receive research requests that are sent through Remedy, via mail, phone or email. (Daily)

Conduct research using Remedy, AS400 DFY, Visual Info (VI), AWD and fund company websites. (Daily)

Analyze account correction requests and make appropriate determination regarding the proper resolution of these requests (Daily)

Remain current on all internal/external policies and procedures that effect the company including legal requirements

Monitor daily and monthly reports and process any necessary corrections

Analyze requests for alternative solutions or more efficient corrective methods.

Maintain open communication between Call Center representatives, fund company contacts, supervisor, and field Advisors /administrative assistants. (Daily)

Negotiate effective resolution strategies with the requestor and the recordkeeper; as needed.

Maintain timely and effective communication with the requestor. (Daily)

Close out cases with clients via phone calls in instances in which the case was client initiated. (Daily)

Process new account spreadsheets to ensure the client received the correct breakpoint. (Weekly)

Resolve allotment issues with allotment banks. (Monthly)

Answer allotment calls in which allotment instructions are given as well as allotment research requests are submitted. (Daily)

Stay current with First Command, fund company, and IRS procedures and policies. (Daily)

Complete special projects in an accurate and timely manner with minimal direct supervision

Perform other duties as assigned in a timely, accurate, efficient manner with a focus on detail and thoroughness

Supervisory Responsibility

Not applicable

Qualifications (designate requirements vs. preferences)


College degree preferred (though previous work experience will be considered)

Work Experience

1 year office experience in a business setting (required)

1 year Transfer Agency Operations experience (required)

Knowledge, Skills and Abilities

1 year experience working with Microsoft Windows, Excel, and Office suite applications. (Required)

General knowledge of financial planning industry. (Required)

Strong interpersonal, communication and time management skills. (Required)

Strong analytical and problem solving skills (Required)

Ability to work well under pressure and adapt to change (Required)

Mutual Fund and Investment Customer Service experience (Required)


The information of this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.

Required Skills

Required Experience

About this company
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First Command Financial Services assists clients in their pursuit of financial security through investments, insurance and banking products...