Customer Coach - Unlicensed

Ameriprise•Minneapolis, MN

22h

About The Position

Provide guidance and indirect leadership to phone agents on policies, procedures, and customer service skills. Perform quality review functions for the team and serve as the primary communications leader. Work with internal business partners to support training functions and be responsible for continuous process improvement, subject matter expertise, managing escalations, and miscellaneous support, as directed by the team leader.

Requirements

High school or GED.
3-5 years of relevant experience.
Experience in a service call center or transaction processing.
Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
Excellent communication skills and ability to resolve complex service issues.
Ability to influence team performance without direct supervisory authority.

Nice To Haves

Product-specific or financial services industry experience.
Experience with Ameriprise customer policies and procedures.

Responsibilities

Provide coaching and mentorship to phone agents through email, phone, and in-person interactions, focusing on customer service skills, system knowledge, and adherence to policies.
Handle escalated inquiries and support in-bound call resolution, including facilitating callbacks.
Conduct quality reviews through live and recorded call monitoring, error checking, and reporting.
Share feedback with agents and leadership.
Support agents by answering questions and offering real-time assistance.
Collaborate with training teams to support onboarding, training design, competency checks, and ongoing mentoring.
Participate in business initiatives and projects.
Take a lead role in proactively reaching out to employees or relationship partners to educate them on systems and other processes.
Serve as back-up resource to other customer service teams or team leader, as needed.