Respond to, research, and resolve complex service issues including escalations related to web-based tools initiated by advisors and business partners. Effectively manage team case load, identify trends, and communicate the status of technology web-based issue(s) to leadership and tool owners. Act as on team trainer/documenter on processes and procedures and be a resource for online or in-person ad hoc training sessions regarding service policies, systems knowledge, and customer service skills related to web-based tools.
Key Responsibilities
- Respond to, research and resolve complex service issues including escalations related to web-based tools, systems, and procedures initiated by clients and advisors and accurately communicate the status of these service requests to internal and external clients as necessary.
- Take a lead role in proactively reaching out to advisors, or relationship partners to educate them on systems and other processes and provide training to new employees and team veterans on new systems and processes; may serve as a back-up to the team Manager/Director in their absence.
- Serve as an Advisor Practice Tools & Capabilities (APTC) tool owner and liaison to tool owners within the business. Effectively manage tool performance and communicate the status of technology web-based issue(s) to leadership and business tool owners. Proactively identify process improvements, trends and perform root cause analysis on demand. Present trends, gaps, issues, and improvements to senior leaders.
- Assist in customer service, web-based tools, and technology related process improvement initiatives or related high-level projects to provide subject matter expertise, as well as serve as a resource or back-up to less-experienced customer service team members, as necessary.
- Act as an on-team trainer/documenter to peers on processes, policies, procedures, and customer service skills related to web-based tools.
Required Qualifications
- Education: High school or GED
- 3 to 5 years relevant experience
- *Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience.
- Experience in a service call center or transaction processing.
- Strong working knowledge of customer service policies and procedures.
- Proven ability to research and resolve complex, high-priority service issues in a timely manner.
- Strong written and verbal communication skills.
- Demonstrated ability to work with high-priority internal and external customers.
- Knowledge and ability to navigate desktop operating systems (e.g. Windows, Apple), Internet browsers (e.g. Explorer, Safari) and basic computer hardware.
Preferred Qualifications
- Established knowledge of web-based tools specific to the Ameriprise client and advisor experience.
- Prior experience with service recovery techniques and processes.
- Registration Requirements (FINRA Licenses Required): Series 7
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.
The estimated base salary for this role is $58,300-$78,700/year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.
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
Exempt
Client Service
SERVD Service Delivery