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Ameriprise Financial Services, LLCCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service processes and policies, with a strong ability to mentor and coach team members to enhance performance. Proven skills in communication, problem resolution, and process improvement within a service call center environment.
Highest-signal resume keywords
Customer Service ProcessesCoaching And MentoringCommunication SkillsProcess ImprovementCall Monitoring
About the role
Key responsibilities & impact- Provide guidance and indirect leadership to phone agents on policies, procedures, and customer service skills
- Perform quality review functions for the team
- Serve as the primary communications leader
- Work with internal business partners to support training functions
- Drive continuous process improvement and provide subject matter expertise
- Manage escalations and provide miscellaneous support as directed by the team leader
- Coach phone agent performance via e-mail, phone, and face-to-face interactions
- Mentor agents and provide feedback to improve performance
- Field questions and escalations involving inbound calls and facilitate callbacks
- Conduct real-time and recorded call monitoring, end-to-end error checking, reporting, and validation
- Share quality results with phone agents and leader
- Assist customer professionals on the floor
- Partner with training on new-hire onboarding, training design and delivery, competency assurance, and ongoing mentoring
- Participate in business-driven projects and initiatives
- Educate employees or relationship partners on systems and processes
- Serve as backup resource to other customer service teams or the team leader
Requirements
What you’ll need- High school or GED
- 3-5 years of relevant experience
- Experience in a service call center or transaction processing
- 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
- Applicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States
- Occasional evenings and weekends may be required
- Product-specific or financial services industry experience preferred
- Experience with Ameriprise customer policies and procedures preferred
Benefits
Comp & perks- Vacation time
- Sick time
- 401(k)
- Health insurance
- Dental insurance
- Life insurance
- Variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role
- Flexibility to work from home one (1) day per week
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality Review FunctionsError CheckingReportingTraining Design And DeliveryComplex Issue Resolution
Soft Skills
Influencing BehaviorFeedback ProvisionTeam Collaboration
Industry Keywords
Service Call CenterTransaction ProcessingAmeriprise Customer PoliciesFinancial Services Industry