Customer Service Professional

Serve as point of contact for advisors, clients, and relationship partners for service issues, requests, policies, procedures, and account information. Interact directly with clients and advisors to research questions, issue resolution cases, and resolve problems over the phone or advise service partners. Respond to inquiries with timely, accurate solutions to transaction/service requests in a fast-paced, customer-focused, team environment.

Key Responsibilities

• Serves as first customer point of contact regarding requirements, case management and guidance for Estate Settlements, Divorces, Beneficiary Changes, and/or Ownership changes. Will assist in troubleshooting issues and enter service requests into appropriate systems for resolution by appropriate service partners.  As such you will ensure that all pertinent information is gathered from your callers and those details are accurately entered to ensure prompt resolution. 
• Interact directly with customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to routine transaction and service requests.  Utilize appropriate internal computer applications and enter all information in the appropriate system for tracking and archival purposes. Receives guidance from Coaches and Leadership on a frequent basis to process these requests. 
• 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 question(s).  May process routine service transactions, or resolve account service casework which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet or exceed service goals.  
• Continue to develop understanding of systems and procedures to educate clients and advisors on newly-enacted services, as they arise, to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers. Refer more complex issues to appropriate service partners. 

Required Qualifications

• Education: High school or GED

Preferred Qualifications

• Previous customer service experience. 
• Product-specific or financial services industry experience.
• Excellent customer service skills.
• Ability to explain policies or concepts in a straightforward, easy-to-understand manner.
• Strong written and verbal communication skills.  
• Demonstrated ability managing multiple priorities in a fast-paced environment.
• Demonstrated skill troubleshooting and identifying and resolving root cause issues.

About Our Company
We’re a diversified financial services leader with more than $1 trillion in assets under management and administration. Our team of 20,000 people in more than 20 countries advise, manage and protect the assets and income of more than 2 million individual, small business and institutional clients. We are a long-standing 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 Services, 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

Non-Exempt

Job Family Group

Client Service

Line of Business

SERVD Service Delivery