Sr Customer Professional II-U

00010 RiverSource Life Insurance CO; Minneapolis (MN); Hybrid; USD 44,000 - 67,000; Full time

Job summary

Ameriprise Financial is seeking a Case Manager for the Insurance New Business team to handle contact with advisors and partners regarding status updates, policies, and service issues. The role operates in a fast-paced environment with a potential for remote work for qualified candidates and requires coordinating across multiple internal partners to ensure timely service.

The position emphasizes accurate data entry, policy knowledge, and customer-focused problem solving within standard business

Qualifications

• High school or equivalent
• Excellent customer service skills that explain complex policies clearly
• Strong written and spoken communication skills
• Demonstrated ability managing multiple priorities in a fast-paced environment
• Demonstrated skill troubleshooting and resolving root cause issues

Responsibilities

• Independently serve as first customer contact for service issues and enter complex requests into systems for resolution
• Gather all pertinent information to ensure prompt resolution
• Educate advisors and internal partners on new services, systems or procedures
• Serve as a resource for customers on policies and systems, troubleshooting usability issues
• Respond to information requests from customers using various systems
• Provide information to clients, advisors, or partners and resolve outstanding questions
• Process complex service transactions or account service cases to meet service goals
• Interact with advisors and internal partners via in-bound calls and chats for timely solutions
• Use internal applications and document information for tracking and archiving
• Train peers on processes via email, phone, and in-person regarding policies and procedures
• Identify process improvements and collaborate to implement solutions

Skills

Customer service

Communication

Multitasking

Troubleshooting

Education

High school or equivalent

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

We 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 Responsibilities

• Independently 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 Qualifications

• High school or equivalent
• Excellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy-to-understand manner
• Strong written and spoken communication skills
• Demonstrated ability managing multiple priorities in a fast-paced environment
• Demonstrated skill troubleshooting and identifying and resolving root cause issues

Preferred Qualifications

• 1 - 3 years relevant experience
• Previous customer service experience
• Strong verbal and written communication skills
• Strong organization skills
• Ability to multi-task

Visa Sponsorship

Applicants 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 Collaboration

We 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 Salary

The 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-Time Full time Exempt/Non-Exempt Non-Exempt

Full time Exempt/Non-Exempt Non-Exempt

Job Family Group Client Service Line of Business

INSUR Insurance 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.

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.

Explore opportunities within each business and region below. Ameriprise US | Careers Ameriprise India | Careers Columbia Threadneedle Investments US | Careers Columbia Threadneedle Investments EMEA APAC | Careers RiverSource | Careers