What are the responsibilities and job description for the Customer Service Team Lead position at Ameriprise Financial Services, LLC?
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.
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.