Mgr-Customer Service-U

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

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Job summary

Ameriprise Financial in Minneapolis seeks an experienced customer service leader to guide a team of professionals and possibly team leads. The role involves implementing policies to ensure high-quality service, staffing planning, coaching staff, and driving client satisfaction.

The position emphasizes resolving complex issues, auditing quality standards, and cross-functional collaboration. You will mentor leaders, align team goals with enterprise objectives, and deliver accurate, timely service

Qualifications

• High school or GED required.
• 5-7 years of relevant experience in customer service.
• Extensive experience on a customer service team with processes, policies and applicable regulations.
• Demonstrated people leadership experience or coaching/mentoring roles.
• Strong communication, including ability to explain complex issues clearly.

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 to ensure prompt and accurate resolution and client satisfaction.
• Take responsibility for auditing and quality assurance to meet accuracy, processing, and quality metrics and standards.
• Provide leadership and support for the team on processes, procedures and client service standards; mentor leaders and conduct regular one-on-one meetings.
• Ensure alignment of enterprise or departmental objectives with team objectives to drive engagement in key priorities.

Skills

People leadership

Strong communication

Prioritize work

Customer service processes

Regulatory knowledge

Education

High school or GED

Job description

About Our CompanyWe’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 DescriptionProvide 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 ResponsibilitiesServe 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 QualificationsEducation: High school or GEDExperience: 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 foreducation 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 QualificationsLeadership or Ameriprise-specific knowledge.Base Pay SalaryThe 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-TimeFull timeExempt/Non-ExemptExemptJob Family GroupClient ServiceLine of BusinessSERVD Service DeliveryAmeriprise 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.