Licensed Customer Service Team Leader

00001 Ameriprise Financial Inc; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Ameriprise Financial is seeking a Customer Service Team Leader to run day-to-day operations for advisors, clients, and business partners, driving customer-centric, best-in-class service.

You will empower and develop employees, coach using behavioral-based coaching, support escalated issues, and ensure policies, staffing plans, and performance metrics are maintained. This full-time exempt role requires Series 7 and/or 63 licenses and 3+ years of experience, located in Charlotte, NC.

Qualifications

• Active Series 7 and/or 63 licenses.
• 3+ years relevant experience.
• Solid understanding of customer service operations, processes, policies, and industry regulations.
• Experience with coaching or providing leadership to others.
• Strong organizational and communication skills with the ability to resolve complex issues.
• Proven ability to collaborate effectively across all levels.

Responsibilities

• Lead, mentor, and develop direct reports;
• provide clear vision, operational direction, and support on customer service processes and transaction‑processing standards.
• Guide team members in resolving complex or high‑priority service situations; assisting in escalated issues.
• Manage team workload, set priorities, and ensure all efficiency, accuracy, processing, and call‑quality metrics are consistently met or exceeded.
• Deliver meaningful performance feedback and coaching through behavioral based coaching; support continuous skill development, conduct regular one‑on‑ones, and foster both individual and team success.

Skills

Customer service leadership

Coaching

Operations management

Cross-functional collaboration

Regulatory knowledge

Job description

About Our Company

We’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 Description

Lead day to day operations for a customer service team, driving customer centric, best-in‑class service for advisors, clients, and business partners. Empower and develop employees, implement process improvements, and drive high service standards. Provide timely coaching and feedback using a behavioral based coaching program. Support escalated issues and contribute to key customer service initiatives and business projects. Maintain policies and procedures that ensure exceptional service delivery, support staffing planning, and ensure team development and mentoring. Own results tied to service accuracy, quality, and performance metrics.

Key Responsibilities

• Lead, mentor, and develop direct reports;
• provide clear vision, operational direction, and support on customer service processes and transaction‑processing standards.
• Guide team members in resolving complex or high‑priority service situations; assisting in escalated issues.
• Manage team workload, set priorities, and ensure all efficiency, accuracy, processing, and call‑quality metrics are consistently met or exceeded.
• Serve as a subject matter expert on cross‑functional initiatives, projects, and process improvement efforts impacting customer service.
• Deliver meaningful performance feedback and coaching through behavioral based coaching; support continuous skill development, conduct regular one‑on‑ones, and foster both individual and team success.

Absolute Required Qualifications

• Active Series 7 and/or 63 licenses
• 3+ years relevant experience
• Solid understanding of customer service operations, processes, policies, and industry regulations
• Experience with coaching or providing leadership to others
• Strong organizational and communication skills with the ability to understand, simplify, and resolve complex issues
• Proven ability to collaborate effectively across all level

Full-Time/Part-Time Full time Exempt/Non-Exempt Exempt

Job Family Group Client Service Line of Business SERVD Service Delivery

Ameriprise 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.

Since 1894, Ameriprise Financial has helped people feel more confident about their financial future. Guided by strong values and a deep commitment to clients, we've remained a trusted leader in financial planning and advice for more than 130 years. Through our businesses, Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance & Annuities, we deliver advice, investment and protection solutions designed for long-term success. While each business brings distinct capabilities and expertise, all are united by our unwavering focus on clients and a strong financial foundation. For you, that means the opportunity to build a meaningful career in a high‑performing, collaborative culture where your expertise can grow, your contributions are valued and your work can make a real impact. As a global financial services company with three complementary businesses, the breadth of our capabilities sets us apart. It also creates unique opportunities for employees to learn, collaborate and grow their careers:

• Ameriprise Financial: Financial planning, advice and wealth management.
• Columbia Threadneedle Investments: Global asset management serving individual, institutional and corporate clients.
• RiverSource Insurance & Annuities: Products and solutions designed to help clients protect and grow their wealth.

Explore opportunities within each business and region below.

• Ameriprise US | Careers
• Ameriprise India | Careers
• Columbia Threadneedle Investments US | Careers
• Columbia Threadneedle Investments EMEA APAC | Careers
• RiverSource | Careers

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