Team Lead-Customer Service-L Team Lead-Customer Service-L …

Ameriprise Financial, Inc.
in Minneapolis, MN, United States
Permanent, Full time
Be the first to apply
Competitive
Ameriprise Financial, Inc.
in Minneapolis, MN, United States
Permanent, Full time
Be the first to apply
Competitive
Team Lead-Customer Service-L
Job Description

Provide day-to-day work direction and leadership for direct reports in order to drive customer-focused, world-class service solutions for advisors, clients, or relationship partners. Develop and motivate a team, drive implementation of process improvements within a team, and ensure the maintenance of a high level of service for customers. May assist in customer service initiatives or other business-driven projects.

Responsibilities

  • Lead and coach direct reports, provide work direction and support to team on process or procedures related to transaction processing or customer service standards and techniques.
  • Assist and coach direct reports in resolving complex or high priority service issues, or respond to and resolve such issues directly, as necessary.
  • Manage direct report workload and provide guidance in prioritizing work to meet or exceed all accuracy, transaction processing, and call quality metrics and standards.
  • Participate in and provide subject matter expertise on cross-functional projects and/or process improvement teams that have implications to the customer service area.
  • Provide feedback to direct reports through effective performance management practices; ensure employees are developing skills to promote both team and individual success.


Required Qualifications

  • High school degree or GED
  • 3-5 years Relative Experience
  • Previous experience working on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
  • Prior experience coaching or providing indirect leadership to others.
  • Strong organizational and communication skills, including the ability to explain complex issues in a clear, understandable manner.
  • Active Series 6 or Series 7


Preferred Qualifications

  • Bachelors degree
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