Customer Professional II

Ameriprise Financial Services, LLC•Las Vegas, NV

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

Education: High school or GED
0-to-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

Nice To Haves

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

Responsibilities

Responsible for professionally handling incoming customer calls and chats, actively listening to understand needs, and providing accurate information about products, services, policies, and procedures.
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 request 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.
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 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.