Provide guidance and support to internal/external customers. Perform training, quality review functions, and serve as the subject matter expert and point of contact for service resolutions. Responsible for continuous process improvement, resolving complex service request, managing escalations, and miscellaneous support as directed by the team leader. Provide accurate follow-through to advisors and field staff, while ensuring the appropriate closure on all outstanding activities, issues, or concerns in a timely manner.

Key Responsibilities

• Coach phone associates' performance via e-mail, phone, and face to face interactions regarding policies and procedures, systems knowledge, and customer service skills. Serve as a mentor to provide agents with feedback to improve their overall performance. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed.
• Perform quality review functions for customers, field members, and associates, including real time and scheduled behavioral coaching sessions, end to end error checking, reporting, and validation through the appropriate channels. Data gathering and analysis.
• Partner with Learning Services team to develop, publish, and deliver training to associates, including new hire onboarding, competency assurance, and ongoing mentorship.
• Participate in business-driven projects and initiatives.
• Take a lead role in proactively reaching out to employees or relationship partners to educate them on systems and other processes. Serve as back-up resource to other customer service teams or team leader, as needed.

Required Qualifications

• Education: High school or GED.
• Experience: 3-5 years of relevant experience.
• Experience in a service call center or transaction processing.
• Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
• Strong written and verbal communication skills.  
• Proven ability to research and resolve complex, high-priority service issues in a timely manner.
• Ability to influence behavior and performance of others without having direct leadership accountability.

Preferred Qualifications

• Product-specific or financial services industry experience.
• Experience with Ameriprise customer policies and procedures.

About Our Company
We’re a diversified financial services leader with more than $1 trillion in assets under management and administration as of 2022. Our team of 20,000 people in more than 20 countries, advise and manage assets and income of more than 2 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Full timeNon-ExemptClient ServiceSERVD Service Delivery