Ameriprise Financial Services, LLC

Customer Support

• Lead day to day operations for a customer service team, driving customer centric, best-in-class service for advisors, clients, and business partners.
• Empower and develop employees, implement process improvements, and drive high service standards.
• Provide timely coaching and feedback using a behavioral based coaching program.
• Support escalated issues and contribute to key customer service initiatives and business projects.
• Maintain policies and procedures that ensure exceptional service delivery, support staffing planning, and ensure team development and mentoring.
• Own results tied to service accuracy, quality, and performance metrics.

Customer Service Team Lead

Insurance

• The candidate will be responsible to work with advisors and clients regarding service issues, requests, policies, procedures, and information on accounts.
• Communication with advisors via system to assist them with their queries, open issues and resolve high level problems in timely manner.
• Emphasis is on creating and delivering a unique client experience that defines and differentiate advisors’ practices.
• To provide brilliant customer service by responding to advisor and client inquires in fact pace, customer-focused environment.
• Should be able to meet the SLA and Goals set by their respective business unit. No more than 10% of variation from the average team number.
• Collaborate with business partners across different sites on a daily basis to process work.
• Identify process improvements and partner with appropriate resources to implement solutions.
• Ensure that all required information is available to accurately process requests for Account Service.
• Utilize various computer applications to identify & research issues and correspond with Advisor for further requirements.
• Accept/reject requests providing appropriate rationale on In Good Order/Not in Good Order Service requests.
• Work with appropriate internal partners or external clients to retrieve any necessary information which is missing.

Insurance & Annuities Process Trainee

Risk

• Documenting procedures and supporting control testing
• Supporting asset management risk, compliance, or investment operations teams
• KRI management monthly Risk of Change (ROC), ad-hoc Request for Proposal (RFP) and Due Diligence questionnaires (DDQ) ad-hoc Risk Issue and Acceptance ad-hoc Governance Dashboards and Reports monthly Emerging Risks & Global Transformation
• Daily operational activities, such as data validation, reconciliations, performance checks, pricing support, or risk reporting
• Review large data sets for summary analysis and identify issues accurately

Customer Service Team Lead

Insurance & Annuities Process Trainee

Senior Operations Risk Management Associate