[Remote] Customer Professional II-U

Note: The job is a remote job and is open to candidates in USA. Ameriprise Financial Services, LLC is a diversified financial services leader with a focus on financial planning and advice. The role involves serving as a point of contact for clients and advisors regarding service issues, troubleshooting, and providing timely solutions in a customer-focused environment.

Responsibilities

• Serve as point of contact for customers regarding service issues, assist in troubleshooting issues, and enter service requests into systems for resolution by service partners
• Ensure all information is gathered and accurately entered to ensure prompt resolution. Receive guidance from coaches on a regular basis, to process requests
• Develop an understanding of systems and procedures to educate clients and advisors directly on services as they arise to facilitate efficient self-service
• Serve as a resource for customers on company or product policies and systems and troubleshoot usability issues raised by customers. Refer more sophisticated issues to appropriate service partners
• Respond directly to information requests initiated by customers using a variety of systems. Provide information to clients, advisors, or relationship partners, and work with internal partners to resolve any outstanding question(s)
• Process routine service transactions, or resolve account service casework, which have been initiated by web-based or paper forms using computer applications in a timely manner in order to meet or exceed service goals
• Directly contact customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to routine transaction and service requests
• Use appropriate internal computer applications and enter all information in the appropriate system for tracking and archival purposes

Skills

• Education: High school or GED
• 0 To 1 Year Relevant Experience Required
• Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience
• Excellent customer service skills
• Ability to explain policies or concepts in a straightforward, easy-to-understand manner
• Strong written and verbal communication skills
• Demonstrated ability managing multiple priorities in a fast-paced environment
• Demonstrated skill troubleshooting and identifying and resolving root cause issues
• For remote agents, access to high-speed internet with speeds sufficient to support the responsibilities of the role
• Previous customer service experience
• Product-specific or financial services industry experience

Benefits

• Vacation time
• Sick time
• 401(k)
• Health, dental and life insurances

Company Overview