Key Responsibilities
Independently serve as first customer point of contact regarding service issues, assist in troubleshooting issues, and enter complex service requests into appropriate systems for resolution by appropriate service partners. Ensure that all pertinent information is gathered and accurately entered to ensure prompt resolution.
Educate advisors and internal partners on newly enacted services, systems or procedures as they arise to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems and troubleshoot more complex usability issues raised by customers.
Respond directly to information requests initiated by customers utilizing a variety of systems. Provide information to clients, advisors, or other relationship partners, and work with appropriate internal partners to resolve any outstanding questions.
May process complex service transactions or resolve account service casework which have been initiated by web-based or paper forms applying computer applications in a timely manner in order to meet or exceed service goals.
Interact directly with advisors and internal partners, predominately via a fast-paced, in-bound phone and chat queue, to provide accurate and immediate solutions to transaction and service request. Use appropriate internal computer applications and enter all information in the appropriate system for tracking and archival purposes.
Train peers on processes and procedures via e-mail, phone, and in-person regarding service policies and procedures, systems knowledge, and customer service skills. Identify process improvements and partner with appropriate resources to implement solutions.
Required Qualifications
High school or equivalent
1-3 years relevant experience
Excellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy-to-understand manner
Strong written and spoken communication skills
Demonstrated ability managing multiple priorities in a fast-paced environment
Demonstrated skill troubleshooting and identifying and resolving root cause issues
Preferred Qualifications
Previous customer service experience
Strong verbal and written communication skills
Strong organization skills
Ability to multi-task
About Our Company
We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of 2024. With our team of more than 20,000 people in 20 countries, we advise, manage and protect assets and income of more than 3.5 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.
Base Pay Salary
Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.
Full-Time/Part-Time
Exempt/Non-Exempt
Job Family Group
Line of Business