Ameriprise Financial Minneapolis , MN 55415
Provide guidance and indirect leadership to phone agents on policies, procedures, and customer service skills. Also perform quality review functions for the team and serve as the primary communications leader. Work with internal business partners to support training functions. Responsible for continuous process improvement, subject matter expertise, managing escalations, and miscellaneous support as directed by the team leader.
Coach phone agent performance via e-mail, phone and face to face interactions regarding policies and procedures, systems knowledge, and customer service skills. Serve as a mentor to provide agents with feedback to improve their overall performance. Maintain responsibility to field questions / escalations with in-bound calls and facilitate call-backs as needed.
Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validating through the appropriate channels. Share quality results with phone agents and leader. Spend time walking the floor assisting customer professionals.
Partner with training to develop and publish to new employees information regarding training functions, including new hire onboarding, training design and delivery, competency assurance, and ongoing mentor.
Participate in business driven projects and initiatives.
Take a lead role in proactively reaching out to employees or relationship partners to educate them on systems and other processes. May serve as back-up resource to other customer service teams or team leader, as needed.
High school degree or equivalent.
3+ years of relevant experience including in a service call center or transaction processing environment.
Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
Strong written and spoken communication skills.
Proven ability to research and resolve complex, high-priority service issues in a timely manner.
Ability to influence behavior and performance of others without having direct leadership accountability.
About Our Company
With the right company, life can be brilliant. At Ameriprise, we're not just in the business of helping clients with their financial goals we also help our advisors and employees reach their true potential. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step to create a brilliant career at Ameriprise Financial.