Mgr-Customer Service-U

00001 Ameriprise Financial Inc; Minneapolis (MN); On-site; USD 82,000 - 123,000; Full time

Benefits offered by this job

401(k) plan

Health insurance

Paid time off

Job summary

Ameriprise Financial is seeking a seasoned customer service leader to oversee a team of service professionals and team leads, ensuring high-quality service and accurate operations. The role involves planning staffing levels, guiding staff development, and leading cross-functional projects to improve client outcomes.

Reporting to Service Delivery leadership, you will mentor others, align team objectives with enterprise goals, and drive client satisfaction metrics across multiple business lines.

Qualifications

• Education: High school or GED.
• Experience: 5–7 years in a customer service role.
• Experience leading a customer service team and coaching/mentoring others.

Responsibilities

• Lead a customer service team including team leads and service professionals.
• Implement and maintain policies to ensure high-quality service and accuracy.
• Plan staffing levels and provide direction and coaching to the team.

Skills

Customer service leadership

Cross-functional collaboration

Education

High school 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

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.

Company Culture

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.

Career Links

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