Customer Service Team Lead

About Our Company

We're a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of year-end 2024. Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Job Description

Lead day to day operations for a customer service team, driving customer centric, best-in-class service for advisors, clients, and business partners. Empower and develop employees, implement process improvements, and drive high service standards. Provide timely coaching and feedback using a behavioral based coaching program. Support escalated issues and contribute to key customer service initiatives and business projects. Maintain policies and procedures that ensure exceptional service delivery, support staffing planning, and ensure team development and mentoring. Own results tied to service accuracy, quality, and performance metrics.

Key Responsibilities

• Lead, mentor, and develop direct reports; provide clear vision, operational direction, and support on customer service processes and transaction-processing standards.
  
• Guide team members in resolving complex or high-priority service situations; assisting in escalated issues.
  
• Manage team workload, set priorities, and ensure all efficiency, accuracy, processing, and call-quality metrics are consistently met or exceeded.
  
• Serve as a subject matter expert on cross-functional initiatives, projects, and process improvement efforts impacting customer service.
  
• Deliver meaningful performance feedback and coaching through behavioral based coaching; support continuous skill development, conduct regular one-on-ones, and foster both individual and team success.
  

Required Qualifications

• High school diploma or GED
  
• 3-5 years relevant experience
  
• Solid understanding of customer service operations, processes, policies, and industry regulations
  
• Experience with 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
  
• Active Series 7
  
• Active Series 63
  

Preferred Qualifications

• Financial services industry experience
  
• Familiarity with Ameriprise customer policies and procedures
  
  

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Client Service

Line of Business

SERVD Service Delivery

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

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.