Customer Professional II

Ameriprise•Minneapolis, MN

4d•Onsite

About The Position

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.

Requirements

High school or GED.
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.
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).

Nice To Haves

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

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 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.