Customer Solutions Professional

Ameriprise • Charlotte, NC

22h • Hybrid

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. If you are not located close to a physical office, remote work is considered for qualified candidates.

Requirements

• Excellent customer service skills.
• Ability to explain policies or concepts in a straightforward, easy-to-understand manner.
• Demonstrated ability managing multiple priorities in a fast-paced environment.
• Demonstrated skill in identifying and resolving root cause issues.
• 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).
• Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Nice To Haves

• Previous customer service experience is a plus
• Financial services industry experience is a plus

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 information is gathered and accurately entered to ensure prompt resolution.
• 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.
• 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 transactions, 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.
• Directly contact customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to routine transaction and service requests.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees