Senior Settlement Specialist

Employer
Ameriprise Financial, Inc.
Location
Minneapolis, USA
Salary
Competitive
Posted
Oct 01, 2022
Closes
Oct 28, 2022
Ref
17135770
Job Function
Operations
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
Provide guidance, coaching, and indirect leadership to peers on policies, procedures, and customer service skills. Be responsible for continuous process improvement, subject matter expertise, managing escalations, and miscellaneous support, as directed by team leader. Independently serve as a single point of contact to provide service support on the department process to eligible advisors and their staff, along with researching and responding to escalated service issues and resolve problems (issues may be related to basic investment or general securities products).

If you are not located close to a physical office, remote work is considered for qualified candidates.

Responsibilities

  • Independently serve as a single point of contact to facilitate the department process and perform proactive monitoring of the claim from start to finish to ensure accuracy and quality throughout the various milestones of the process. Lead the involvement of appropriate internal partners to resolve issues and communicate updates to impacted internal or external parties.
  • Train and coach peers via e-mail, phone and face to face interactions regarding policies and procedures, system knowledge, and customer service skills. Maintain and update process documentation and training materials as appropriate. Perform quality review function for the team. Drive continuous improvement through Lean, while partnering with colleagues both within and outside the organization to drive an optimal experience.
  • Take a lead role in pro-actively reaching out to clients, advisors, or relationship partners to educate them on systems and other processes.
  • Respond to, research, and resolve service issues initiated by advisors, clients, or other relationship partners. Accurately communicate the status of these service requests and provide explanation of policies, resolutions, and next steps to advisors and clients. Effectively manage a high-volume case load to ensure that all service issues are resolved quickly and accurately.
  • Process transactions involving accounts in a timely, efficient, and accurate manner. Record all customer interactions in the appropriate system for tracking and archival purposes. Support peers with escalations and complex scenarios.
  • Participate in business driven projects and initiatives.


Required Qualifications

  • High school or GED
  • 3 to 5 years relevant experience
  • Experience in back office processing or phone service.
  • Strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
  • Strong written and spoken communication skills.
  • Proven ability to research and resolve complex, high-priority service issues in a timely manner.
  • Demonstrated ability to work directly with high-priority internal and external customers.


Preferred Qualifications

  • Annuity or financial services industry experience.
  • Experience with Ameriprise customer policies and procedures.


About Our Company

Riversource Annuities and Insurance is a part of the Ameriprise family of brands that provides our clients access to solutions that create a road map for their future. At Riversource we embrace an inclusive and collaborative culture that allows us to help others achieve their goals by providing compelling product solutions. This includes insurance to prepare for and be protected during the unexpected, as well as annuities that will provide support through every stage of retirement planning such as asset accumulation, generating income, and leaving a legacy to loved ones or charity. We celebrate the unique qualities and reward the contributions of our talented, passionate employees. If you're motivated and want to work for a strong, ethical company that cares about you and your community, take the next step with Riversource.

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.
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