Provide day-to-day work direction and leadership for direct reports in order to drive customer-focused, world-class service solutions for advisors, clients, or relationship partners. Develop and motivate a team, drive implementation of process improvements within a team, and ensure the maintenance of a high level of service for customers. May assist in customer service initiatives or other business-driven projects.

Key Responsibilities

Lead and coach direct reports, provide work direction and support to team on process or procedures related to transaction processing or customer service standards and techniques.
Assist and coach direct reports in resolving complex or high priority service issues, or respond to and resolve such issues directly, as necessary.
Manage direct report workload and provide guidance in prioritizing work to meet or exceed all accuracy, transaction processing, and call quality metrics and standards.
Participate in and provide subject matter expertise on cross-functional projects and/or process improvement teams that have implications to the customer service area.
Provide feedback to direct reports through effective performance management practices; ensure employees are developing skills to promote both team and individual success.

Required Qualifications

Education: High school or GED.
Experience: 3-5 years of relevant experience.
Previous experience working on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
Prior experience coaching or providing indirect leadership to others.
Strong organizational and communication skills, including the ability to explain complex issues in a clear, understandable manner.

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.

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

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Client Service

Line of Business

SERVD Service Delivery