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Team Lead – Customer Service
Ameriprise Financial Services, LLC. Lead, mentor, and develop direct reports .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations and processes, with a strong focus on team leadership, coaching, and performance management. Proven ability to drive efficiency and quality metrics while fostering a collaborative and supportive work environment.
Highest-signal resume keywords
Active Series 7 LicenseActive Series 63 LicenseCustomer Service OperationsTeam LeadershipCoaching Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ProcessesTransaction-Processing StandardsPerformance Metrics ManagementPolicy and Procedure MaintenanceWorkforce Planning
Soft Skills
Organizational SkillsCommunication SkillsProblem-Solving SkillsCollaboration SkillsMentoring Skills
Certifications & Qualifications
High School DiplomaGED
Industry Keywords
Financial Services IndustryAmeriprise Customer PoliciesRegulatory ComplianceService Delivery StandardsCustomer Service Initiatives
About the role
Key responsibilities & impact- Lead, mentor, and develop direct reports
- Provide vision, operational direction, and support on customer service processes and transaction-processing standards
- Guide team members in resolving complex or high-priority service situations
- Assist with escalated issues
- Manage team workload and set priorities
- Ensure efficiency, accuracy, processing, and call-quality metrics are met or exceeded
- Serve as a subject matter expert on cross-functional initiatives, projects, and customer service process improvements
- Deliver performance feedback and behavioral-based coaching
- Support continuous skill development and conduct regular one-on-ones
- Foster individual and team success
- Help maintain policies and procedures supporting exceptional service delivery
- Support staffing and workforce planning efforts
- Contribute to customer service initiatives and business projects
Requirements
What you’ll need- High School Diploma or GED
- 3 to 5 years of relevant experience
- Active Series 7 and 63 licenses
- Solid understanding of customer service operations, processes, policies, and industry regulations
- Experience coaching or providing leadership to others
- Strong organizational and communication skills with the ability to understand, simplify, and resolve complex issues
- Proven ability to collaborate effectively across all levels
- Valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States
- Bachelor's degree or equivalent (preferred)
- Product-specific or financial services industry experience (preferred)
- Experience with Ameriprise customer policies and procedures (preferred)
Benefits
Comp & perks- Hybrid work arrangement with employees working in the office at least four days per week and from home one day per week
- Flexible in-office expectations depending on role
- Inclusive and accessible recruitment process
- Reasonable accommodation support for individuals with disabilities