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 River Source 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 information is gathered and accurately entered to ensure prompt resolution. Receive guidance from coaches on a regular basis, to process requests.

Develop an understanding of systems and procedures to educate clients and advisors directly on services as they arise to facilitate efficient self-service.

Serve as a resource for customers on company or product policies and systems and troubleshoot usability issues raised by customers. Refer more sophisticated issues to appropriate service partners.

Respond directly to information requests initiated by customers using a variety of systems. Provide information to clients, advisors, or relationship partners, and work with 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 using computer applications in a timely manner in order to meet or exceed service goals.

Directly contact 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.

Use appropriate internal computer applications and enter all information in the appropriate system for tracking and archival purposes.

Required Qualifications

Education:

High school or GED.

Experience:

0-1 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 verbal communication skills.

Demonstrated ability managing multiple priorities in a fast-paced environment.

Demonstrated skill troubleshooting and identifying and resolving root cause issues.

For remote agents, access to high-speed internet with speeds sufficient to support the responsibilities of the role.

Preferred Qualifications Previous 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 $19.95 - $27.45 / 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…