Mgr-Customer Service-U

Ameriprise Financial Services, LLC; Minneapolis (MN); On-site; USD 82,000 - 123,000; Full time

Job summary

Ameriprise Financial Services, LLC is seeking a leader to oversee a customer service team, including leads and professionals, and to implement policies ensuring high-quality service. You will guide staffing, coaching, and cross-functional projects to meet client service and accuracy metrics.

You will mentor leaders, align team objectives with enterprise goals, and drive performance through coaching, audits, and process improvements while maintaining a client-focused service culture across the

Qualifications

• Bachelor? Not required; overview states High school or GED as minimum
• Excellent leadership of customer service teams and cross-functional collaboration
• Strong communication and ability to explain complex issues clearly

Responsibilities

• Lead the customer service team including leads and staff
• Escalate and resolve complex/high-priority service issues
• Audit quality and ensure accuracy metrics are met
• Coach and develop team members and leaders
• Align team objectives with enterprise goals and priorities

Skills

People leadership

Strong communication

Prioritization

Customer service processes

Education

High School Diploma or GED

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

Provide leadership to a customer service team, which may include both team leads and service professionals. Be responsible for implementing and maintaining appropriate policies and procedures to ensure delivery of high quality service within their team. Assist in planning for adequate staff levels and provide general work direction and team development/coaching. May lead client service projects or initiatives. Be accountable for meeting client service and accuracy standards/metrics.

Key Responsibilities

• Serve as a key resource for internal partners on customer service projects and initiatives. May provide cross-functional leadership on such teams.
• Provide leadership in resolution of complex and high-priority service issues, as escalated from the team, to effectively ensure prompt and accurate resolution and client satisfaction.
• Take key responsibility for auditing and other quality assurance methods to ensure that the team meets or exceeds all accuracy, processing, and quality metrics and standards.
• Provide leadership and support for team on all levels of processes and procedures as well as client service standards and techniques in key priorities.
• Mentor and coach other leaders in team development and process knowledge, including approval and coaching on employee issues and managing involvement in cross-functional teams.
• Provide leadership and coaching for direct reports by modeling appropriate leadership techniques, providing employee feedback through effective performance management practices, ensuring employee skill and leadership development, and conducting regular one-on-one meetings.
• Ensure incorporation of enterprise or departmental objectives to team objectives to ensure alignment and engagement in key priorities.

Required Qualifications

• Education: High school or GED
• Experience: 5-7 years of relevant experience.
• Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for
• education and experience.
• Extensive experience on a customer service team, including a strong working knowledge of customer service processes, policies, techniques and applicable regulations.
• Proven ability to work effectively with internal and external partners at all levels.
• • Demonstrated people leadership experience, either through direct leadership or coaching/mentoring roles.
• Strong communication skills, including ability to explain complex issues in an understandable manner.
• Demonstrated ability to prioritize work and deliver business results.

Preferred Qualifications

Leadership or Ameriprise-specific knowledge.

Base Pay Salary

The base salary is $81,700-122,500 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-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.