Customer Coach-U

Ameriprise Financial; Charlotte (NC); On-site; USD 51,000 - 76,000; Full time

Job summary

Ameriprise Financial is seeking a Quality Coach for our phone agent teams in Charlotte, NC. You will lead coaching, perform real-time and recorded quality reviews, and drive process improvements across the service delivery group.

You will partner with training to design onboarding and ongoing development, mentor staff, and handle escalations while supporting team leaders. Occasional evenings/weekends may be required.

Qualifications

• High school or GED required.
• 3-5 years of relevant experience in customer service or call center environments.
• Strong written and spoken communication skills.
• Experience guiding and developing teams without direct supervisory authority.

Responsibilities

• Coach phone agents to improve policies, procedures, and service skills.
• Perform real-time and recorded quality reviews and report results.
• Collaborate with training to develop onboarding and ongoing development.
• Mentor agents and handle escalations for complex issues.
• Support process improvement and act as a back-up resource as needed.

Skills

Coaching

Quality review

Communication skills

Call center experience

Mentoring

Training coordination

Education

High school diploma or GED

Job description

About Our CompanyWe’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses – Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.Job DescriptionProvide guidance and indirect leadership to phone agents on policies, procedures, and customer service skills. Perform quality review functions for the team and serve as the primary communications leader. Work with internal business partners to support training functions and be responsible for continuous process improvement, subject matter expertise, managing escalations, and miscellaneous support, as directed by the team leader.*May require working occasional evenings and weekends.Key ResponsibilitiesCoach 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.Required QualificationsEducation: 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.Preferred QualificationsProduct-specific or financial services industry experience.Experience with Ameriprise customer policies and procedures.Strong understanding of Life Events processes and procedure.Base Pay SalaryThe base salary is $50,800-76,300 and maybe varyvary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.Full-Time/Part-TimeFull timeExempt/Non-ExemptNon-ExemptJob Family GroupClient ServiceLine of BusinessSERVD Service DeliveryAmeriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, military status, veteran status, genetic information, citizenship, disability status, marital status, 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.