Resolution Specialist

Ameriprise Financial; Charlotte (NC); On-site; USD 51,000 - 76,000; Full time

Job summary

Ameriprise Financial is seeking a support specialist to back the advisor experience, handling complex annuity and related activities. You will act as a central point for escalated issues, providing timely resolutions and maintaining strong relationships with advisors and field staff.

The role requires 3–5 years of relevant experience, excellent customer service, and strong communication. A fast-paced environment and cross-functional collaboration are expected, with base pay in a defined range

Qualifications

• 3–5 years of relevant experience.
• Excellent customer service skills, with ability to explain complex policies clearly.
• Strong written and spoken communication.
• Ability to collaborate with partners across the organization.
• Self starter with ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Serve as a central point of contact for escalated complex issues requiring tier 2 service support.
• Take ownership, provide resolution, and determine appropriate course of action.
• Ensure timely, accurate closure on outstanding activities, issues or concerns.
• Identify trends, contribute to documentation, and submit Lean ideas.
• Develop, sustain, and maximize relationships with advisors and staff.

Skills

Customer service

Communication skills

Problem solving

multitask management

Education

High School Diploma 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 DescriptionSupport and enhance the advisor experience by providing immediate, specialized operations support, as it relates to Annuity Net and other tools APTC supports. Provide personal support to our business partners and advisors on complex annuity activities, consultation and issue resolution, and serve as a central point of contact for escalated advisor issues. Provide timely and accurate follow-through to advisors and field staff, while ensuring the appropriate closure on all outstanding activities, issues or concerns.Key ResponsibilitiesServe as a central point of contact for escalated complex issues requiring tier 2 service support, including requests to expedite and requests for exceptions. Take ownership, provide resolution, and determine appropriate course of action, while ensuring the issues are being resolved timely, accurately, and within regulatory and business controls. Act as a subject matter expert to assist advisors, staff, and corporate business partners to resolve escalations and complex requests.Identify and raise awareness to trends and issues. Contribute to creating and enhancing documentation. Identify process improvements and submit Lean ideas.Develop, sustain, and maximize relationships with advisors, staff, and Service and Operations business partners.Required QualificationsEducation: High School or GEDExperience: 3-5 years of relevant experience.Excellent customer service skills, including the ability to explain complex policies or concepts in a straightforward, easy to understand manner.Ability to research and solve problems and ask the right questions to understand underlying issues and identify root cause.Self starter with the ability to manage multiple priorities in a fast-paced environment.Strong written and spoken communication skills.Ability to collaborate with business partners across the organization.Preferred QualificationsPrevious experience within brokerage industry.Experience with 3rd party annuitiesBase Pay SalaryThe base salary is $50,800-76,300 and maybe vary 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-ExemptNon-ExemptJob 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.