Contact Center Specialist Contact Center Specialist …

Ameriprise Financial, Inc.
in Gurgaon, Haryana, India
Permanent, Full time
Be the first to apply
Competitive
Ameriprise Financial, Inc.
in Gurgaon, Haryana, India
Permanent, Full time
Be the first to apply
Competitive
Contact Center Specialist
Job Description

Independently serve as the first point of contact for advisors and relationship partners regarding service issues, requests, policies, procedures, and account information. Communicate directly with advisors to research questions, open issue resolution cases, and resolve higher level problems over the phone. Educate advisors on company systems, processes, and policies, and respond to inquiries with prompt, accurate solutions to transaction/service requests in a fast-paced, customer-focused, team environment.

Responsibilities

• Independently serve as the first point of contact for advisors regarding service issues, troubleshoot and respond to queries, enter service requests in appropriate systems for further resolution by the processing teams. Ensure that all pertinent information is gathered and accurately entered to ensure prompt resolution.
• Educate advisors directly on newly implemented services, systems or procedures as they arise to facilitate efficient self-service. Serve as a key resource for customers on company or product policies and systems, and troubleshoot more complex usability issues raised by customers.
• Respond directly to information requests initiated by customers utilizing a variety of systems. Provide information to clients, advisors, or other relationship partners, and work with appropriate internal partners to resolve any outstanding questions. Process complex service transactions, or resolve account service casework, which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet or exceed service goals.
• Interact directly with customers, predominately via a high-volume, in-bound or out-bound phone queue, to provide accurate and immediate solutions to transaction and service request. Utilize appropriate internal computer applications, and enter all information in the appropriate system for tracking and archival purposes.
• Train peers on processes and procedures via e-mail, phone, and in-person regarding service policies and procedures, systems knowledge, and customer service skills. Identify process improvements and partner with appropriate resources to implement solutions.

Required Qualifications

• Bachelors/Master's degree with financial background
• Minimum 1-3 years of relevant work experience
• Excellent customer service skills
• Ability to explain complex policies or concepts in a straightforward, easy-to-understand manner
• Strong written and spoken communication skills

Preferred Qualifications

• Additional knowledge, skills, experience or training not captured above.
• Previous customer service experience
• Experience in the Financial services industry with knowledge of products and services in Securities & Brokerage Operations
• Demonstrated ability in managing multiple priorities in a fast-paced environment
• Demonstrated skills in troubleshooting, identifying root-causes and resolving issues that negatively impact advisor experience

About Our Company

With the right company, life can be brilliant. Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm's focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step to create a brilliant career at Ameriprise India LLP.

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.
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