What are the responsibilities and job description for the Customer Service Professional - Field Contact position at Ameriprise Financial Services, LLC?
Provide the first point of contact for advisors and field leadership regarding advisor and field compensation, FINRA licensing and registration requirements, and other advisor-related issues. Interact directly through an in-bound phone queue or through e-mail to research questions, open issue resolutions cases, and resolve minor problems over the phone or advise appropriate service partners. Track and record advisor contact and enters issue(s) or case processing data into system for completion by service representatives. Process some transactional work.
Key Responsibilities
Respond to inquiries from advisors and field leadership about routine advisor compensation, including advisor payroll, terminations, and other field compensation and payroll-related issues, as well as FINRA licensing, registration, or continuing education. Record all advisor contact in appropriate systems. Handle contact, predominately, via an in-bound phone queue or email, but may also include out-bound contact, as needed.
Resolve less complex inquiries regarding advisor compensation or licensing requirements, such as address changes or continuing education status updates using computer-based systems. Additionally, assist advisors with payroll and licensing related issues, which includes basic troubleshooting advice regarding the advisor payroll system or FINRA continuing education tracking system.
Continue to develop and understand more complex advisor compensation, payroll, and licensing concerns brought forward by advisors. Ensure all pertinent and vital information communicated from advisors is accurately entered into the system and forward these issues onto service representatives for completion, asking appropriate questions of the advisor to ensure that all vital information is entered to ensure timely resolution.
Support and advise branch offices and advisors on FINRA and state insurance registration requirements processes. Also, communicate proactively any changes to FINRA or insurance registration policies and processes via phone and e-mail, in addition to assisting with basic troubleshooting on such issues initiated by advisors.
Process some transactional work.
Required Qualifications
Education: High school or GED
0 to 1 years relevant work experience
Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for
education and experience.
Excellent customer service skills that include the ability to explain policies or concepts in a straightforward, easy-to-understand manner.
Strong written and spoken communication skills.
Demonstrated ability managing multiple priorities in a fast-paced environment.
Demonstrated skill troubleshooting and identifying root causes and resolving issues.
Preferred Qualifications
Previous customer service experience strongly preferred.
Product-specific or financial services industry experience.
About Our Company
We’re a diversified financial services leader with more than $1 trillion in assets under management and administration as of 2022. Our team of 20,000 people in more than 20 countries, advise and manage assets and income of more than 2 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.
Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.
Full-Time/Part-Time
Full time
Exempt/Non-Exempt
Non-Exempt
Job Family Group
Client Service
Line of Business
SERVD Service Delivery
Key Responsibilities
Respond to inquiries from advisors and field leadership about routine advisor compensation, including advisor payroll, terminations, and other field compensation and payroll-related issues, as well as FINRA licensing, registration, or continuing education. Record all advisor contact in appropriate systems. Handle contact, predominately, via an in-bound phone queue or email, but may also include out-bound contact, as needed.
Resolve less complex inquiries regarding advisor compensation or licensing requirements, such as address changes or continuing education status updates using computer-based systems. Additionally, assist advisors with payroll and licensing related issues, which includes basic troubleshooting advice regarding the advisor payroll system or FINRA continuing education tracking system.
Continue to develop and understand more complex advisor compensation, payroll, and licensing concerns brought forward by advisors. Ensure all pertinent and vital information communicated from advisors is accurately entered into the system and forward these issues onto service representatives for completion, asking appropriate questions of the advisor to ensure that all vital information is entered to ensure timely resolution.
Support and advise branch offices and advisors on FINRA and state insurance registration requirements processes. Also, communicate proactively any changes to FINRA or insurance registration policies and processes via phone and e-mail, in addition to assisting with basic troubleshooting on such issues initiated by advisors.
Process some transactional work.
Required Qualifications
Education: High school or GED
0 to 1 years relevant work experience
Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for
education and experience.
Excellent customer service skills that include the ability to explain policies or concepts in a straightforward, easy-to-understand manner.
Strong written and spoken communication skills.
Demonstrated ability managing multiple priorities in a fast-paced environment.
Demonstrated skill troubleshooting and identifying root causes and resolving issues.
Preferred Qualifications
Previous customer service experience strongly preferred.
Product-specific or financial services industry experience.
About Our Company
We’re a diversified financial services leader with more than $1 trillion in assets under management and administration as of 2022. Our team of 20,000 people in more than 20 countries, advise and manage assets and income of more than 2 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.
Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.
Full-Time/Part-Time
Full time
Exempt/Non-Exempt
Non-Exempt
Job Family Group
Client Service
Line of Business
SERVD Service Delivery
