Resolution Specialist

ameriprise; Minneapolis (MN); On-site; USD 51,000 - 76,000; Full time

Job summary

Ameriprise Financial seeks a driven operations professional to support advisors and staff on complex annuity-related activities, resolving escalations and ensuring timely closure. You will serve as a central contact for issues and contribute to documentation and process improvements.

Ideal candidates have 3–5 years of experience, outstanding customer service, and strong communication skills. A fast-paced environment requires prioritization and cross-functional collaboration.

Qualifications

• Education: High School or GED.
• Experience: 3-5 years in relevant roles.
• Excellent customer service with clarity in explanations.
• Ability to research, diagnose issues and identify root causes.
• Self-starter able to manage multiple priorities.
• Strong written and spoken communication and teamwork.

Responsibilities

• Serve as central point for escalated complex issues needing tier 2 support.
• Provide timely resolution, guidance, and documentation to advisors and staff.
• Identify trends, raise awareness, and contribute to process improvements.

Skills

Customer service

Policy explanation

Problem solving

Time management

Communication skills

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

Support 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 Responsibilities

• Serve 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 Qualifications

• Education: High School or GED
• Experience: 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 Qualifications

• Previous experience within brokerage industry.
• Experience with 3rd party annuities

Base Pay Salary

The 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-Time

Full time

Exempt/Non-Exempt

Non-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.