Customer Professional II

Ameriprise Financial Services, LLC•Minneapolis, MN

2d•$20 - $22

About The Position

Serve as first point of contact for advisors, clients, and relationship partners for routine service issues, requests, policies, procedures, and account information. Communicate directly with clients and advisors to research questions, open issue resolution cases, and resolve problems over the phone or advise appropriate service partners. Respond to inquiries with timely, accurate solutions to transaction/service requests in a fast-paced, customer-focused team environment.

Requirements

High school diploma or GED
0 to 1 years proven experience
Excellent customer service skills.
Ability to explain policies or concepts in a straightforward, easy-to-understand manner.
Strong written and spoken communication skills.
Demonstrated ability managing multiple priorities in a fast-paced environment.
Demonstrated skill troubleshooting and identifying and resolving root cause issues.
Use of a personal Internet line that meets the minimum Internet speeds of 15+ Mbps download; 5+ Mbps upload.
Active Series 6

Nice To Haves

Previous customer service experience.
Insurance or financial services industry experience.

Responsibilities

Serve as first point of contact for customers regarding routine service issues, assist in troubleshooting issues, and enter routine service requests into appropriate systems for resolution by appropriate service partners. Make sure all pertinent information is captured and accurately entered to ensure timely resolution.
Receive mentorship from coaches on a frequent basis.
Develop an understanding of systems and procedures to educate clients and advisors directly on newly-enacted services as they arise to facilitate efficient self-service.
Serve as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers. Refer more sophisticated issues to appropriate service partners.
Respond directly to information requests initiated by customers utilizing a variety of systems. Provide information to clients, advisors, or other relationship partners, and work with appropriate 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 utilizing computer applications in a timely manner in order to meet or exceed service goals.