Team Lead Contact Center at Ameriprise Financial Services, LLC

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

03 Apr, 26

Salary

0.0

Posted On

03 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Coaching, Mentoring, Communication, Problem Solving, Quality Assurance, Process Improvement, Investment Products, Securities Products, Insurance Products, Service Recovery, Performance Management, Training, Call Monitoring, Escalation Handling

Industry

Financial Services

Description

Provide world-class, specialized phone service to high-priority advisors, clients, or other relationship partners to successfully resolve customer-initiated service issues in an innovative manner. Respond to more complex issues (which may be related to basic investment products, general securities products, or insurance products) escalated from service teams, and take a lead role in communicating resolution status updates to appropriate parties. Proactively initiate customer contact to ensure the highest possible quality of customer service. Key Responsibilities - Responsible to lead a team of contact center resources and ensure effective service level adherence through timely and accurate resolution of advisor and client queries on a daily basis - Coach phone agent performance via e-mail, phone, and face to face interactions regarding policies and procedures, system knowledge & customer service skills. Be responsible for field questions/escalations with in-bound calls and facilitate call-backs, as needed - Partner with Human Resources and functional Leaders to formulate career progression / employee development plans - Provide Leadership guidance and motivate team members to improve/sustain performance through effective coaching and mentoring techniques, individually through periodic 1-0-1 meetings, and also at a team level through regular huddles and team meetings - Perform quality review functions for the team, including real time and recorded call monitoring sessions and end to end error checking, reporting, and validation through the appropriate channels - Share quality results with phone agents and leader, identify gaps and facilitate trainings. Serve as a mentor to provide agents with feedback to improve their overall performance - Assist in customer service-related, business-driven, process improvement initiatives, or related projects to provide subject matter expertise, as well as serve as a resource to less-experienced customer service team members, as necessary - Participate in business driven projects and initiatives Required Qualifications Experience in a service call center or transaction processing. Strong working knowledge of customer service processes, policies, techniques, and applicable regulations. Proven ability to research and resolve complex, high-priority service issues in a timely manner. Strong written and verbal communication skills. Demonstrated ability to work directly with high-priority internal and external customers. Experience of team handling Incumbent will also be required to clear FINRA Licensing (SIE + Series 6) Preferred Qualifications Product-specific or financial services industry experience. Prior experience with service recovery techniques and processes. About Our Company 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 and create a 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. Full-Time/Part-Time Full time Timings (8:00p-4:30a) India Business Unit AWMPO AWMP&S President's Office Job Family Group Client Service We’re a diversified financial services leader with more than $1.5 trillion in assets under management, administration and advisement as of 2024. With our team of more than 20,000 people in countries, we advise, manage and protect assets and income of more than 3.5 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.

Responsibilities

Lead a team of contact center resources to ensure effective service level adherence and timely resolution of advisor and client queries. Coach and mentor team members while performing quality reviews and facilitating process improvements.