Customer Service Team Lead

Ameriprise Financial Services, LLC • Charlotte, NC

1d

About The Position

Lead day to day operations for a customer service team, driving customer centric, best-in-class service for advisors, clients, and business partners. Empower and develop employees, implement process improvements, and drive high service standards. Provide timely coaching and feedback using a behavioral based coaching program. Support escalated issues and contribute to key customer service initiatives and business projects. Maintain policies and procedures that ensure exceptional service delivery, support staffing planning, and ensure team development and mentoring. Own results tied to service accuracy, quality, and performance metrics.

Requirements

• High school diploma or GED
• 3–5 years relevant experience
• Solid understanding of customer service operations, processes, policies, and industry regulations
• Experience with coaching or providing leadership to others
• Strong organizational and communication skills with the ability to understand, simplify, and resolve complex issues
• Proven ability to collaborate effectively across all levels
• Active Series 7
• Active Series 63

Nice To Haves

• Financial services industry experience
• Familiarity with Ameriprise customer policies and procedures

Responsibilities

• Lead, mentor, and develop direct reports; provide clear vision, operational direction, and support on customer service processes and transaction‑processing standards.
• Guide team members in resolving complex or high‑priority service situations; assisting in escalated issues.
• Manage team workload, set priorities, and ensure all efficiency, accuracy, processing, and call‑quality metrics are consistently met or exceeded.
• Serve as a subject matter expert on cross‑functional initiatives, projects, and process improvement efforts impacting customer service.
• Deliver meaningful performance feedback and coaching through behavioral based coaching; support continuous skill development, conduct regular one‑on‑ones, and foster both individual and team success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees