Licensed Customer Service Team Leader

Threadneedle group; Charlotte, Northern (NC, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Ameriprise Financial in Charlotte, NC, seeks a skilled leader to manage day-to-day operations of a customer service team serving advisors, clients, and business partners.

You will coach, optimize processes, and drive service metrics, while ensuring compliance and collaboration across functions.

This role offers growth within a global financial services company with a strong client focus.

Qualifications

• Active Series 7 and/or 63 licenses are required.
• 3+ years of relevant customer service experience.
• Solid understanding of customer service operations and regulations.
• Experience coaching or leading others.
• Strong organizational and communication skills; ability to resolve complex issues.

Responsibilities

• Lead, mentor, and develop direct reports and provide clear vision.
• Guide team on customer service processes and transaction standards.
• Support escalated issues and drive improvements across the team.
• Manage workload, set priorities, and meet metrics for quality and accuracy.
• Collaborate across cross‑functional initiatives and projects.

Skills

Series 7/63 licensing

Coaching leadership

Cross-functional collaboration

Customer service operations

Strong communication

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 & 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