Customer Professional II

Ameriprise•Minneapolis, MN

19d•Onsite

About The Position

In this role, you get to put people first and be in direct communication with clients and advisors on an in-bound phone queue regarding education about our policies and procedures, as well as providing account information, transactions, and coaching for self-service. To prepare you for success, we’ll provide paid training to obtain your SIE, Series 7 and Series 63 licensures along with continued coaching, so you’ll feel confident serving our customers in this dynamic environment. Behaviors of a successful Customer Service Professional: - Ability to bring energy and enthusiasm blended with a natural passion for helping people. - Adaptable and always finding ways to uphold customer-care standards by focusing on call quality, first-call resolution, and accuracy. - Display strong communication skills built from a foundation of empathic, attentive listening and a genuine understanding of your caller's needs. - Engage with our culture of continuous growth and development at the individual and organizational level. We are thrilled to share details around our successes, history, and more. We’re proud of our culture and will happily share why – let’s connect!

Requirements

Education: High school or GED.
0 to 1 years 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 complex policies or concepts in a straightforward, easy-to-understand manner.
Strong written and spoken communication skills.
Demonstrated skill troubleshooting and identifying root causes and resolving issues.
Demonstrated ability managing multiple priorities in a fast-paced environment.
Willingness to obtain SIE, FINRA Series 7 and Series 63 registrations through our company-paid training.
Commitment to focus on the licensing study expectations.

Nice To Haves

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

Responsibilities

Serve as a first customer point of contact regarding service issues, assist in troubleshooting for issues, and enter sophisticated service requests into appropriate systems for resolution by appropriate service partners, ensuring that all pertinent information has been gathered and accurately entered to ensure prompt resolution.
Receive guidance from coaches on a frequent basis.
Educate clients and advisors directly on newly-enacted services, systems, or procedures as they arise to facilitate efficient self-service, as well as serve as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
Respond directly to account information or other requests initiated by customers utilizing a variety of systems to provide information for clients, advisors, or other relationship partners, and work with appropriate internal partners to resolve any outstanding questions.
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.
Interact directly with customers, predominately via a high-volume, in-bound phone queue, to provide accurate and immediate solutions to transaction and service requests utilizing appropriate internal computer applications and enters all contact in the appropriate system for tracking and archival purposes.