Customer Coach

Ameriprise Financial Services, LLC

. Provide guidance and indirect leadership to phone agents on policies, procedures, and customer service skills .

Posted 10/6/2026full-timeUnited StatesMid-LevelSenior💰 $50,800 - $76,300 per yearWebsite

Core Competencies

Role fit

Core 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 quality review, communication, and process improvement within a service call center environment.

Highest-signal resume keywords

Customer Service ProcessesQuality Review FunctionsMentoring and CoachingCommunication SkillsProcess Improvement

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Call MonitoringError CheckingReportingTraining DesignTraining Delivery

Soft Skills

Influencing BehaviorProblem SolvingFeedback Provision

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Service Call CenterTransaction ProcessingLife Events ProcessesAmeriprise PoliciesFinancial Services Industry

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 and 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 with inbound calls and facilitate callbacks as needed
Conduct real-time and recorded call monitoring, end-to-end error checking, reporting, and validation
Share quality results with phone agents and the 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
May require working occasional evenings and weekends
Preferred: Product-specific or financial services industry experience
Preferred: Experience with Ameriprise customer policies and procedures
Preferred: Strong understanding of Life Events processes and procedure

Benefits

Comp & perks

Variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role
Vacation time
Sick time
401(k)
Health insurance
Dental insurance
Life insurance
Reasonable accommodation support for individuals with disabilities during recruitment and interviews