Customer Service Team Lead — Hybrid (Charlotte)

RiverSource Life Insurance Company; Charlotte (NC); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement

In-office collaboration

Job summary

RiverSource Life Insurance Company seeks a Team Lead to advance customer service excellence in a hybrid Charlotte office. You will coach a team of service professionals, drive process improvements, and ensure accurate, timely service for advisors, clients and partners.

You will mentor staff, manage workload, and collaborate across departments to deliver metrics-driven results while upholding service standards and regulatory requirements.

Qualifications

• Education: High School Diploma or GED.
• Experience: 3 to 5 years of relevant experience.
• Active Series 7 and 63 licenses.
• Solid understanding of customer service operations, policies, and regulations.
• Experience coaching or providing leadership to others.
• Strong organizational and communication skills; ability to resolve complex issues.
• Proven ability to collaborate across all levels.

Responsibilities

• Lead, mentor, and develop direct reports; provide vision and direction for customer service processes.
• Resolve complex or high-priority service issues and escalate when needed.
• Manage team workload, set priorities, and ensure metrics are met or exceeded.
• Serve as SME on cross-functional initiatives and process improvements.
• Provide meaningful feedback and coaching and conduct regular one-on-ones to foster success.

Skills

Team leadership

Coaching

Communication

Cross-functional collaboration

Problem solving

Education

High School Diploma or GED

Bachelor's degree (preferred)

Job description

RiverSource Life Insurance Company seeks a Team Lead to advance customer service excellence in a hybrid Charlotte office. You will coach a team of service professionals, drive process improvements, and ensure accurate, timely service for advisors, clients and partners.

You will mentor staff, manage workload, and collaborate across departments to deliver metrics-driven results while upholding service standards and regulatory requirements.