Customer Coach - Unlicensed

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 and be responsible for continuous process improvement, subject matter expertise, managing escalations, and miscellaneous support, as directed by the team leader.

Key Responsibilities

• Provide coaching and mentorship to phone agents through email, phone, and in-person interactions, focusing on customer service skills, system knowledge, and adherence to policies.

• Handle escalated inquiries and support in-bound call resolution, including facilitating callbacks.

• Conduct quality reviews through live and recorded call monitoring, error checking, and reporting. Share feedback with agents and leadership.

• Support agents by answering questions and offering real-time assistance.

• Collaborate with training teams to support onboarding, training design, competency checks, and ongoing mentoring.

• Participate in business initiatives and projects.

• Take a lead role in proactively reaching out to employees or relationship partners to educate them on systems and other processes. Serve as back-up resource to other customer service teams or team leader, as needed.

Required Qualifications

• 
  Education: High school or GED.

• Experience: 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.

• Excellent communication skills and ability to resolve complex service issues.

• Ability to influence team performance without direct supervisory authority.

Preferred Qualifications

• 
  Product-specific or financial services industry experience.

• Experience with Ameriprise customer policies and procedures.

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 2024. With our team of more than 20,000 people in 20 countries, we advise, manage and protect assets and income of 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.

e The estimated base salary for this role is $49,800-$67,300/year. We have a pay-for-performance compensation philosophy. Your initial total compensation may vary based on job-related knowledge, skills, experience, and geographical work location. In addition, most of our roles are eligible for variable pay in the form of bonus, commissions, and/or long-term incentives depending on the role. We also have a competitive and comprehensive benefits program that supports all aspects of your health and well-being, including but not limited to vacation time, sick time, 401(k), and health, dental and life insurances.

Full time

Non-Exempt

Client Service

SERVD Service Delivery