Senior Customer Service Leader – Coaching & Quality

Gamma Phi Omega International; Minneapolis (MN); On-site; USD 82,000 - 123,000; Full time

Benefits offered by this job

401(k)

Health insurance

Dental insurance

Life insurance

Vacation time

Sick time

Bonus opportunities

Job summary

Ameriprise Financial in Minneapolis seeks a Manager of Customer Service to lead a team of service professionals and ensure high-quality client outcomes. You will coach staff, manage staffing, and drive process improvements while aligning with enterprise objectives.

Strong communication and leadership are required to manage complex issues, escalate when necessary, and deliver business results in a fast-paced financial services environment.

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.

Responsibilities

• Serve as a key resource for internal partners on customer service projects and initiatives.
• 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.

Skills

Leadership experience

Strong communication

Customer service processes

Cross-functional collaboration

Time management

Education

High school diploma or GED

Job description

Ameriprise Financial in Minneapolis seeks a Manager of Customer Service to lead a team of service professionals and ensure high-quality client outcomes. You will coach staff, manage staffing, and drive process improvements while aligning with enterprise objectives.

Strong communication and leadership are required to manage complex issues, escalate when necessary, and deliver business results in a fast-paced financial services environment.