Customer Service Professional

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

Responsibilities

• Serve as first point of contact for customers regarding routine service issues, assist in troubleshooting issues, and enter routine service requests into appropriate systems for resolution by appropriate service partners. Make sure all pertinent information is gathered and accurately entered to ensure prompt resolution. Receive guidance from coaches, on a frequent basis, to process requests.
• Develop an understanding of systems and procedures to educate clients and advisors directly 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.
• 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). 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.
• 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.

Required Qualifications

• Education: High school or GED
• 0 to 1 year 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 explain 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.
• Product-specific or financial services industry experience.

About Our Company

At Ameriprise Financial, we’re not just in the business of helping clients with their financial goals – we also help our advisors and employees reach their true potential by embracing an inclusive and collaborative culture. We celebrate the unique qualities and reward the contributions of our talented, passionate employees. If you’re motivated and want to work for a strong, ethical company that cares about you and your community, take the next step with Ameriprise Financial.

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.