Regional Service Consultant

2 weeks ago

Minneapolis, United States Ameriprise Financial Full time

As a Regional Service Partner, you will have the ability to grow your career by building relationships across the organization and gaining experience with leadership. You will work as a partner to RiverSource wholesaling as well as targeted advisors to provide support, technical knowledge, and ownership of complex issues in pursuit of growing RiverSource new business. You will be part of the entire life cycle at RiverSource, from pre-sale consultation to claims. You will be in communication with senior leaders while working to resolve escalations by being their single point of contact. You will also have the ability to take on projects while identifying process improvements that result in a better service experience. Key Responsibilities Provide new business and complex case support for targeted advisors and staff through proactive relationship management to grow new annuity business. Support may include Introductory calls, new business submission support and monitoring, quarterly check in and reviews with advisors and staff, partnering with sales on calls and presentations as needed and serving as a single point of contact for all escalations and complex cases. Provide escalation and new business support for top producing and top opportunity advisors and staff through inbound calls and email, draft monthly education communications to drive efficiency, offer quarterly webinars and proactively reaching out regarding upcoming regulatory or product changes. Create and send any written communication needed as a result of an escalation. Serve as the single point of contact for all RiverSource executive, senior leaders, legal and compliance escalations. Respond to, research and resolve service issues and provide a verbal and/or written summary analysis to senior and executive leaders. Demonstrate and maintain a strong fundamental knowledge of Ameriprise and RiverSource products, industry and competitive products, practices, and tools. Maintain strong, legal, regulatory and compliance knowledge. Act as expert on systems, tools and capabilities. Assist in ad hoc project work designed to enhance the advisor and client experience, as well as represent Service at advisor events, as necessary (some travel may be required). Gather and analyze feedback and prepare summary communication for key business partners and leaders. Engage back office leaders to implement process improvements identified through the analysis. Perform reporting and analysis of key metrics to identify and develop process improvements for business partners. Assist in the facilitation and coaching of service employees through recommendations designed to decrease NIGO business (not in good order business) and enhance the ease of doing business. Required Qualifications Associate degree or equivalent 3 to 5 years relevant experience Active Series 6, or the ability to obtain within 120 days of hire. Experience in a service call center or transaction processing. Strong working knowledge of customer service processes, policies, techniques, and applicable regulations. Strong written and verbal communication skills. Proven ability to research and resolve complex, high-priority service issues in a timely manner. Preferred Qualifications Annuity or financial services industry experience. Experience with Ameriprise customer policies and procedures.

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