Customer Professional II

Job Title

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.

• 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.

• 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.

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

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week.

Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

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 time

Non-Exempt

Client Service

SERVD Service Delivery

Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, military status, veteran status, genetic information, citizenship, disability status, marital status, family status or any other basis prohibited by law.

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.