Customer Service Coach & Quality Specialist

Ameriprise Financial Services, LLC; Minneapolis (MN); On-site; USD 51,000 - 76,000; Full time

Benefits offered by this job

Health, dental and life insurance

401(k) plan

Paid time off

Job summary

Ameriprise Financial Services, LLC seeks a customer service professional to provide guidance and indirect leadership to phone agents on policies, procedures, and customer service skills. You will lead quality reviews and support training functions while handling escalations and process improvements.

In this role, you’ll mentor agents, manage inquiries, and collaborate with partner teams to implement onboarding and ongoing training. Some evenings or weekends may be required to meet business needs.

Qualifications

• High school diploma or GED required.
• 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.

Responsibilities

• Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, systems knowledge, and customer service skills.
• 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 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.

Skills

Communication skills

Customer service

Call center experience

Research & problem solving

Policy & procedure knowledge

Education

High school diploma or GED

Job description

Ameriprise Financial Services, LLC seeks a customer service professional to provide guidance and indirect leadership to phone agents on policies, procedures, and customer service skills. You will lead quality reviews and support training functions while handling escalations and process improvements.

In this role, you’ll mentor agents, manage inquiries, and collaborate with partner teams to implement onboarding and ongoing training. Some evenings or weekends may be required to meet business needs.