Contact Center Specialist

Ameriprise-Financia; Gurugram District; Hybrid; INR 350,000 - 500,000; Full time

Benefits offered by this job

Hybrid work model

Inclusive culture

Job summary

Ameriprise India LLP is seeking a customer service professional to join our India business unit in Gurugram. You will be the first point of contact for advisors and clients, handling service requests, policies, and account information by phone with a focus on timely, accurate solutions.

The role requires 1–3 years in financial services, strong communication skills, and the ability to explain complex policies clearly.

Qualifications

• Graduate/ Post-Graduate in finance / commerce/ business management/ operations discipline.
• Minimum 1-3 years of relevant work experience.
• Strong written and spoken communication skills.
• Ability to explain complex policies or concepts clearly and concisely.

Responsibilities

• First point of contact for service issues, troubleshooting, and entering complex service requests for resolution.
• Educate clients and advisors on newly implemented services, systems, or procedures for efficient self-service.
• Process complex service transactions or resolve account service casework initiated by web forms or paper forms.
• Interact directly with customers via inbound/outbound calls to provide accurate and immediate solutions.

Skills

Customer service

Communication

Problem solving

Financial services

Education

Graduate/Post-Graduate in finance

Job description

About Our CompanyAmeriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 20 years. We are part of Ameriprise Financial Inc., a US financial planning company headquartered in Minneapolis with a global presence and diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. The firm’s focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection.Be part of an inclusive, collaborative culture that rewards you for your contributions, and work with other talented individuals who share your passion for doing great work. You’ll also have plenty of opportunities to make your mark at the office and a difference in your community. So, if you're talented, driven and want to work for a strong, ethical company that cares, take the next step and create a career at Ameriprise India LLP.Job DescriptionThe candidate will be responsible to work with advisors and clients regarding service issues, requests, policies, procedures, and information on accounts. Direct communication with clients and advisors to assist them with their queries, open issues and resolve high level problems over the phone in timely manner. Emphasis is on creating and delivering a unique client experience that defines and differentiate advisors’ practices. To provide brilliant customer service by responding to advisor and client inquires in fact pace, customer-focused environment.Key Responsibilities- First point of contact regarding service issues, troubleshooting, and enter complex service requests into appropriate systems for resolution- Educate clients and advisors on newly implement services, systems, or procedures for efficient self-service- Process complex 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/exceed Service goals- Interact directly with customers, inbound/outbound phone queue, to provide accurate and immediate solutions to transaction and service request. Utilize internal computer applications and enter all information in the appropriate system- Participate in Team meetings, huddles, and brainstorming sessions to discuss process updates, operational issues and identify process improvement opportunitiesRequired Qualifications- Graduate/ Post- Graduate in finance / commerce/ business management/ operations discipline- Minimum 1-3 years of relevant work experience- Strong written and spoken communication skills- Ability to explain complex policies or concepts in time bound manner- Excellent customer service skills- Ability to explain complex policies or concepts in a straightforward, easy-to-understand manner- Weekend Working- Rotational offs- Rotational shiftsPreferred QualificationsUp to 3 years of customer service experience- Exposure to Financial services industry with knowledge of products and services in Securities & Brokerage Operations & Insurance sectorIn-Office CollaborationWe are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days 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.Full-Time/Part-TimeFull timeTimings(8:00p-4:30a)India Business UnitAWMPO AWMP&S President's OfficeJob Family GroupClient ServiceAmeriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law.We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.