Ameriprise
Sr On-Line Tool Support Pro
Charlotte, North Carolina · Senior · Part-time
Sponsorship not specifiedDetected 5 days ago
Process ImprovementCustomer SupportResearchCommunication
About the role
- Our team of 22,000 people across 19 countries, serves more than 3.5 million individual, small business and institutional clients.
- 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.
Responsibilities
- Effectively manage a high-volume, high sensitivity case load and communicate the status of technology web-based issue(s) resolution and recovery to the initiating advisor or client.
- Provide support for web-based tools via a high-volume, in-bound phone queue.
- Manage internal web-based tool(s) change(s) that could impact volume of in-bound calls.
- Identify process improvements and partner with appropriate resources to implement solutions.
- Working knowledge in all systems, processes and data relating to web-based support tools.
- Develop and maintain expertise in applicable technologies and identify and pursue areas for development and training that will enhance job performance.
Requirements
- Excellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy-to-understand manner.
- Assist in customer service related, web-based tools related, and technology related process improvement initiatives or related projects to provide subject matter expertise
- Expertise within the scope of work - including all web-based tools, processes and best practices.
Nice to have
- Previous customer service experience strongly preferred.
- FINRA Series 6 or Series 7
- Full-Time/Part-Time
- Exempt/Non-Exempt
- Job Family Group
- Line of Business
- SERVD Service Delivery
- Ameriprise Financial is an equal opportunity employer.
Skills
- Job Description Serve as first point of contact regarding issues with web-based tools.
Benefits
- Continually improve knowledge base via on the job learning and best practices from prior projects, training and peer learning.
Company info
- 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.
- We are a longstanding leader in financial planning and advice, a global asset manager and an insurer.
- Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.
- Serve as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
Visa & Work Authorization
- 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
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This listing is sourced directly from Ameriprise's careers page and normalized into a canonical job model.