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Financial Services Support Specialist

Job Description

Serve as first point of contact for advisors, clients, and relationship partners for service issues, requests, policies, procedures, and account information. Communicate directly with clients and advisors to research questions, open issue resolution cases, and resolve problems over the phone or notify appropriate service partners. Respond to inquiries with timely, accurate solutions to transaction/service requests in a fast-paced, customer-focused team environment.

Responsibilities

• Assist in troubleshooting issues, and enter service requests into systems for resolution and ensure all information is gathered and accurately entered to ensure timely resolution.
• Receive guidance from coaches 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 utilizing a variety of systems. Provide information to clients, advisors, or relationship partners, and work with internal partners to resolve any outstanding question(s). Process service transactions, or resolve account service casework, which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet or exceed service goals.
• Interact directly with 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. Utilize appropriate internal computer applications, and enter all information in the appropriate system for tracking and archival purposes.

Required Qualifications

• High School Degree 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.
• Proven ability handling multiple priorities in a fast-paced environment.
• Demonstrated in troubleshooting and identifying root causes and resolving issues.



Preferred Qualifications

• Previous customer service experience.
• Product-specific or financial services industry experience.

About Our Company

With the right company, life can Be Brilliant®. At Ameriprise Financial, 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 by embracing an inclusive and collaborative culture. We celebrate the unique qualities and reward the contributions of our talented, passionate employees. If you’re motivated and want to work for a strong, ethical company that cares about you and your community, take the next step with Ameriprise Financial and we can Be Brilliant® together.

Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.

Posted
09/11/2021
Type
Full time
Location
Minneapolis, MN 55400, US