Sr Customer Professional II-U

RiverSource; Minneapolis (MN); Hybrid; USD 44,000 - 67,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Job summary

RiverSource Insurance and Annuities seeks a Case Manager for our Insurance New Business team. You will be the first contact for advisors on pending policies via phone and chat, guiding resolution and ensuring accurate information across systems.

The role supports a hybrid in-office model with remote options for qualified candidates. Must have US work authorization and strong communication skills to explain complex policies clearly.

Qualifications

• High school diploma or equivalent required.
• Excellent customer service skills with ability to explain policies clearly.
• Strong written and spoken communication skills.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Must have valid US work authorization; visa sponsorship not provided.

Responsibilities

• Serve as the first point of contact for advisors and internal partners regarding insurance and disability policies.
• Troubleshoot and resolve service issues; enter complex requests into appropriate systems.
• Educate advisors on new services, systems, and procedures; enable self-service where possible.
• Respond to information requests from customers and provide accurate information.
• Process complex service transactions and ensure timely completion to meet service goals.
• Interact with advisors and internal partners via inbound phone and chat to provide immediate solutions.
• Train peers on processes and procedures and identify opportunities for improvements.

Skills

Customer service

Communication

Multitasking

Troubleshooting

Written communication

Education

High school diploma or equivalent

Tools

CRM systems

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 DescriptionWe have a Case Manager opportunity on our Insurance New Business team. In this role you will independently work to serve as the first point of contact on pending insurance and disability policies for advisors and internal partners regarding status updates, requests, policies and procedures, and service issues on an inbound phone and chat queue.This team operates in a fast-paced, customer-focused environment, and ensures accurate processing and quality for our advisors and clients experience.Remote work is considered for qualified candidates. Applicants must be willing to keep business hours in either the Eastern, Central or Western time zone.Key ResponsibilitiesIndependently serve as first customer point of contact regarding service issues, assist in troubleshooting issues, and enter complex service requests into appropriate systems for resolution by appropriate service partners. Ensure that all pertinent information is gathered and accurately entered to ensure prompt resolution.Educate advisors and internal partners on newly-enacted services, systems or procedures as they arise to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems, and troubleshoot more complex usability issues raised by customers.Respond directly to information requests initiated by customers utilizing a variety of systems. Provide information to clients, advisors, or other relationship partners, and work with appropriate internal partners to resolve any outstanding questions.May process complex service transactions, or resolve account service casework which have been initiated by web-based or paper forms applying computer applications in a timely manner in order to meet or exceed service goals.Interact directly with advisors and internal partners, predominately via a fast-paced, in-bound phone and chat queue, to provide accurate and immediate solutions to transaction and service request. Use appropriate internal computer applications, and enter all information in the appropriate system for tracking and archival purposes.Train peers on processes and procedures via e-mail, phone, and in-person regarding service policies and procedures, systems knowledge, and customer service skills. Identify process improvements and partner with appropriate resources to implement solutions.Required QualificationsHigh school or equivalentExcellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy-to-understand mannerStrong written and spoken communication skillsDemonstrated ability managing multiple priorities in a fast-paced environmentDemonstrated skill troubleshooting and identifying and resolving root cause issuesPreferred Qualifications1 - 3 years relevant experiencePrevious customer service experienceStrong verbal and written communication skillsStrong organization skillsAbility to multi-taskVisa SponsorshipApplicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States (e.g., H-1B, F-1 CPT, F-1 OPT, TN).In-Office CollaborationWe are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.Base Pay SalaryThe base salary is $44,400-66,600 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-ExemptNon-ExemptJob Family GroupClient ServiceLine of BusinessINSUR InsuranceAmeriprise 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.