Coach Jobs

About The Position

Requirements

• Education: High school or GED.
• Experience: 3-5 years of relevant experience.
• Experience in a service call center or transaction processing.
• Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
• Strong written and spoken communication skills.
• Proven ability to research and resolve complex, high-priority service issues in a timely manner.
• Ability to influence behavior and performance of others without having direct leadership accountability.

Nice To Haves

• Product-specific or financial services industry experience.
• Experience with Ameriprise customer policies and procedures.

Responsibilities

• Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, systems knowledge, and customer service skills.
• Serve as a mentor to provide agents with feedback to improve their overall performance.
• Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed.
• Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels.
• Share quality results with phone agents and leader.
• Spend time walking the floor assisting customer professionals.
• Partner with training to develop and publish to new employees information regarding training functions, including new hire onboarding, training design and delivery, competency assurance, and ongoing mentor.
• Participate in business-driven projects and initiatives.
• Take a lead role in proactively reaching out to employees or relationship partners to educate them on systems and other processes.
• Serve as back-up resource to other customer service teams or team leader, as needed.

Benefits

• vacation time
• sick time
• 401(k)
• health, dental and life insurances