Sr On-Line Tool Support Pro

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. Our team of 22,000 people across 19 countries serves 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.

About the role

Serve as the first point of contact regarding issues with web-based tools. Educate advisors directly on newly-enacted web-based tools, systems and procedures to facilitate efficient self-service, primarily via a high-volume, in-bound phone queue. Identify, troubleshoot, and resolve a wide range of technical web-based issues and effectively manage your case load.

Responsibilities

• Respond to, research and resolve service issues including escalations related to web-based tools, systems, and procedures initiated by advisors and accurately communicate the status of these service requests to internal and external clients as necessary.
• 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.
• Assist in customer service-related, web-based tools-related, and technology-related process improvement initiatives or projects to provide subject matter expertise; may serve as a back-up to other customer service teams as needed.
• Provide support for web-based tools via a high-volume, in-bound phone queue.
• Provide problem management including responding to, diagnosing and resolving web-based tool problems/issues utilizing appropriate internal computer applications.
• Ensure that all pertinent information has been gathered for tracking and archival purposes and accurately enter all client/advisor data and feedback to ensure quick resolution.
• Educate advisors directly on newly-enacted web-based tools, systems and procedures to facilitate efficient self-service.
• Serve as a key resource for customers on company or product policies and systems and troubleshoot simple usability issues raised by customers.
• Manage internal web-based tool(s) changes that could impact the volume of in-bound calls.
• Identify, troubleshoot, and resolve a wide range of technical web-based issues.
• Escalate more complex technology problems and act as a liaison between clients and technical escalation teams to coordinate resolution of the issue(s).
• Maintain working knowledge in all systems, processes and data relating to web-based support tools.
• Develop and maintain expertise within the scope of work, including all web-based tools, processes and best practices.
• Continually improve knowledge base via on-the-job learning, training and peer learning.
• Identify and pursue areas for development and training that will enhance job performance.
• Train peers on processes and procedures via email, phone and in-person regarding service policies, systems knowledge and customer service skills.
• Identify process improvements and partner with appropriate resources to implement solutions.
• Participate in various team and/or department projects as assigned.

Requirements

• High school diploma or equivalent.
• Excellent customer service skills that include the ability to explain complex policies or concepts in a straightforward, easy-to-understand manner.
• Strong written and spoken communication skills.
• Demonstrated skill troubleshooting and identifying root causes and resolving issues.
• Demonstrated ability managing multiple priorities in a fast-paced environment.

Qualifications

• Previous customer service experience strongly preferred.
• Knowledge and ability to navigate multiple desktop operating systems (e.g., Microsoft Windows, Mac OS), Internet browsers (e.g., Internet Explorer, Mozilla Firefox), Internet browser versions (e.g., Internet Explorer 8 and 9) and basic computer hardware.
• FINRA Series 6 or Series 7.

Schedule

Full time, non-exempt.