Senior Resolution Specialist

: Support and enhance the advisor and client experience by providing immediate specialized operational support, as it relates to brokerage platforms, products and services. Provide high level service to our field and business partners by providing subject matter expertise across multiple brokerage business lines. Perform data analysis and reporting of team metrics and recommend solutions to enhance client and advisor satisfaction. Be a leader on team by providing coaching and guidance on complex issues.

Key Responsibilities

• Serve as a central point of contact for escalated complex issues requiring tier 2 service support, including requests to expedite and requests for exceptions. Cross-skilled and knowledgeable across multiple business lines. Provide subject matter expertise, as well as serve as a resource to other team members. Collaborate across a cross-organizational team to resolve complex escalations for advisors challenging existing policies, procedures or decisions. Work directly with highly-impacted advisors in “high change” moments that have a large impact on their book of business.
• Mentor, coach and train team members on complex issues. Support leader as back-up and provide indirect leadership to team. Provide subject matter expertise on projects. Conduct LEAN process confirmations and provide feedback.
• Run team reports in order to analyze data and make recommendations. Proactively identify process improvements, trends and perform root cause analysis on demand. Run small to medium initiatives. Present trends, gaps, issues and improvements to senior leaders. Role model problem-solving approach with other team members.
• Develop, sustain and maximize relationships with advisors, staff and Service and Operations business partners. Collaborate with business partners on escalations, exceptions, and complex issues.
• Partner with high producing CAC and PWA advisor practices to arrive at solutions for their clients. Provide premium concierge service to qualifying elite advisors. Proactively reach out to advisors, and/or business partners to educate and train them on organizational change moments, systems, policies, and business processes.

Required Qualifications

• Education: High school or GED
• 3 to 5 years relevant experience required
• Excellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy to understand manner with brokerage industry experience.
• Ability to research and solve problems and ask the right questions to understand underlying issues and identify root cause.
• Self starter with the ability to manage multiple priorities in a fast-paced environment.
• Strong written and spoken communication skills.
• Ability to collaborate with business partners across the organization and coach/mentor team members.

Preferred Qualifications

• Education: Bachelors degree or equivalent (4-years)
• Licensing: Series 7 license

About Our Company We're a diversified financial services leader with more than $1 trillion in assets under management and administration. Our team of 20,000 people in more than 20 countries advise, manage and protect the assets and income of more than 2 million individual, small business and institutional clients. We are a long-standing 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 Services, 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.

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.

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Client Service

Line of Business

CLEAR Clearing