Customer Professional II

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 year-end 2024. Our team of 22,000 people across 19 countries, serves 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.

Job Description

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

• Serve as point of contact for customers regarding service issues, assist in troubleshooting issues, and enter service requests into systems for resolution by service partners.
• Ensure all necessary information is accurately captured to support prompt resolution.
• Receive regular coaching and guidance to process requests effectively.
• Develop an understanding of systems and procedures to educate clients and advisors directly on services as they arise to facilitate efficient self-service.
• Act as a resource on company policies, products, and systems, and troubleshoot customer usability issues. Escalate complex issues to appropriate service partners.
• Respond to customer-initiated information requests using multiple systems. Provide accurate information to clients, advisors, and internal partners, and collaborate to resolve outstanding questions.
• Process routine service transactions and account-related casework initiated via web-based or paper forms in a timely manner to meet or exceed service goals.
• Contact customers directly, primarily through high-volume inbound and outbound phone queues, to deliver accurate and timely solutions for routine transactions and service requests. Use appropriate internal systems to document interactions and ensure proper tracking and recordkeeping.

Required Qualifications

• Education: High school or GED.
• Experience: 0–1 year of relevant experience required.
• Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience.
• Excellent customer service skills.
• Ability to clearly explain policies and concepts in simple terms.
• Strong written and verbal communication skills.  
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong troubleshooting skills, including identifying and resolving root causes.

Preferred Qualifications

• Prior customer service experience.
• Product-specific or financial services industry experience.

Visa Sponsorship
Applicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States (e.g., H-1B, F-1 CPT, F-1 OPT, TN).

Base Pay Salary

The estimated hourly rate for this role is $20.25 / hour. 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.Full timeNon-ExemptClient ServiceSERVD Service Delivery

Ameriprise Financial