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.
Base Pay Salary
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
Exempt/Non-Exempt
Job Family Group
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Top Skills
What We Do
Ameriprise Financial has helped millions of clients feel confident about their financial futures for more than 125 years. Our network of approximately 10,000 financial advisors* delivers personalized financial advice to help clients reach their goals.
We believe that with the right advisor, the right advice, and the right firm, life can be brilliant.
Ameriprise has corporate locations throughout the U.S. and across the globe, and advisor offices in all 50 states.
Learn how you can build your career at Ameriprise Financial.
*Ameriprise Financial Q2 2020 Statistical Supplement
All content on this page is provided for informational purposes only and should not be used as the sole basis for investment decisions. Ameriprise Financial cannot guarantee future financial results. Investment products are not federally or FDIC insured, are not deposits or obligations of, or guaranteed by, any financial institution, and involve investment risks including possible loss of the entire amount invested.
By clicking on a hyperlink, you may be directed to a non-Ameriprise website. Be aware that the linked site will be subject to rules, regulation, and privacy and security provisions that are separate, and may differ, from Ameriprise Financial.
Investment advisory products and services are made available through Ameriprise Financial Services, LLC., a registered investment adviser.
