Lead and inspire a dynamic customer service team, driving exceptional service delivery and team success. You'll play a key role in developing and implementing innovative policies and procedures that ensure high-quality customer experiences. As a leader, you'll also assist in workforce planning to maintain optimal staffing levels, while providing ongoing coaching and development to elevate your team's performance. You may also spearhead impactful client service projects or initiatives, taking ownership of key metrics and service standards to ensure client satisfaction and operational excellence.

Key Responsibilities

Serve as a key resource for internal partners on customer service projects and initiatives. May provide cross-functional leadership on such teams.
Provide leadership in resolution of complex and high-priority service issues, as escalated from the team, to effectively ensure prompt and accurate resolution and client satisfaction.
Take key responsibility for auditing and other quality assurance methods to ensure that the team meets or exceeds all accuracy, processing, and quality metrics and standards.
Provide leadership and support for team on all levels of processes and procedures as well as client service standards and techniques in key priorities.
Model appropriate leadership techniques, providing employee feedback through effective performance management practices, ensuring employee skill and leadership development, and conducting regular one-on-one meetings.
Ensure incorporation of enterprise or departmental objectives to team objectives to ensure alignment and engagement in key priorities.

Required Qualifications

Education: High school or GED
Experience: 5-7 years of relevant experience.
Demonstrated people leadership experience, either through direct leadership or coaching/mentoring roles.

Preferred Qualifications

Familiarity with Ameriprise products or services.
Financial services industry experience.
Experience with Licensing, Field Administration, and Advisor Compensation.
Extensive experience on a customer service team, including a strong working knowledge of customer service processes, policies, techniques and applicable regulations.
Proven ability to work effectively with internal and external partners at all levels.
Strong communication skills, including ability to explain complex issues in an understandable manner.
Demonstrated ability to prioritize work and deliver business results.

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