Virtual Client Support Specialist

2 weeks ago

Minneapolis, Minnesota, United States Ameriprise Full time
Position Overview
As a Virtual Client Support Specialist, you will be the initial point of contact for clients encountering challenges with online tools.

Your role will involve educating clients and advisors about newly implemented online systems and procedures to promote effective self-service, primarily through a high-volume inbound call center.

Key Responsibilities
  • Provide assistance for online tools through a busy inbound call center.
  • Manage problem resolution by responding to, diagnosing, and addressing issues related to online tools using appropriate internal applications.
  • Ensure comprehensive information is collected for tracking and archival purposes.
  • Accurately document all client and advisor interactions to facilitate swift resolutions.
  • Educate clients and advisors on newly introduced online systems and procedures to enhance self-service capabilities.
  • Act as a primary resource for clients regarding company policies and systems, while troubleshooting basic usability concerns.
  • Oversee changes to internal online tools that may affect call volume.
  • Identify, troubleshoot, and resolve a variety of technical issues related to online platforms.
  • Escalate complex technical problems and serve as a liaison between clients and technical support teams to ensure timely resolution.
  • Develop a thorough understanding of all systems, processes, and data related to online support tools.
  • Enhance expertise in the scope of work, including all online tools, processes, and best practices.
  • Continuously improve knowledge through on-the-job learning and insights from previous projects, training, and peer collaboration.
  • Maintain proficiency in relevant technologies and seek opportunities for development and training to improve job performance.
  • Effectively manage a high volume of cases and communicate the status of issue resolution to the initiating client or advisor.
Required Qualifications
  • Education: High school diploma or GED.
  • 0 to 1 year of relevant experience is required.
  • Combination of post-secondary education and relevant work experience may be considered to meet the minimum qualifications.
  • Exceptional customer service skills.
  • Aptitude for explaining complex policies or concepts in a clear and understandable manner.
  • Strong verbal and written communication abilities.
  • Proven skills in troubleshooting and identifying root causes of issues.
  • Ability to manage multiple priorities in a fast-paced environment.
  • For remote positions, access to high-speed internet is necessary to support job responsibilities.
Preferred Qualifications
  • Prior experience in customer service.
  • Familiarity with navigating various desktop operating systems (e.g., Microsoft Windows, Mac OS), internet browsers (e.g., Internet Explorer, Mozilla Firefox), and basic computer hardware.
About Ameriprise Financial
Ameriprise Financial is a leading diversified financial services firm managing over $1 trillion in assets.

Our dedicated team of 20,000 professionals across more than 20 countries provides advice, management, and protection for the assets and income of over 2 million individual, small business, and institutional clients.

We are recognized for our leadership in financial planning, global asset management, and insurance services.

Our commitment to our clients and strong financial foundation connects our diverse businesses, including Ameriprise Financial Services, Columbia Threadneedle Investments, and RiverSource Insurance and Annuities.

At Ameriprise, we cultivate meaningful careers, invest in the future, and strive to make a positive impact for clients, institutions, and communities worldwide.

Equal Opportunity Employer
Ameriprise Financial is an equal opportunity employer, considering 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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