Team Lead - Customer Service

About Our Company

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. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.

Job Description

We are looking for a Team Leader to join our Customer Service team and help deliver customer-centric, best-in-class service for advisors, clients, and business partners. In this role, you will lead, coach, and develop a team of service professionals while driving operational excellence and continuous process improvement. You will provide timely feedback through a behavioral-based coaching program, support the resolution of escalated issues, and contribute to key customer service initiatives and business projects.

You will help maintain policies and procedures that ensure exceptional service delivery, support staffing and workforce planning efforts, and foster team development and mentoring. Success in this role requires a commitment to service excellence and ownership of results related to service accuracy, quality, and performance metrics.

Key Responsibilities

• Lead, mentor, and develop direct reports; provide clear vision, operational direction, and support on customer service processes and transaction‑processing standards.
• Guide team members in resolving complex or high‑priority service situations; assist with escalated issues.
• Manage team workload, set priorities, and ensure all efficiency, accuracy, processing, and call‑quality metrics are consistently met or exceeded.
• Serve as a subject matter expert on cross‑functional initiatives, projects, and process improvement efforts impacting customer service.
• Deliver meaningful performance feedback and coaching through behavioral based coaching; support continuous skill development, conduct regular one‑on‑ones, and foster both individual and team success.
• Required Qualifications
• Education: High School Diploma or GED.
• Experience: 3 to 5 years of relevant experience.
• Active Series 7 and 63 licenses.
• Solid understanding of customer service operations, processes, policies, and industry regulations.
• Experience coaching or providing leadership to others.
• Strong organizational and communication skills with the ability to understand, simplify, and resolve complex issues.
• Proven ability to collaborate effectively across all levels.

Preferred Qualifications

• Bachelor's degree or equivalent.
• Product-specific or financial services industry experience.
• Experience with Ameriprise customer policies and procedures.
• In-Office Collaboration

We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least four (4) days per week, with flexibility to work from home one (1) day per week.

Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Visa Sponsorship

Applicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States (e.g., H-1B, F-1 CPT, F-1 OPT, TN).

Full-Time/Part-Time

Full time

Exempt/Non-Exempt

Exempt

Job Family Group

Client Service

Line of Business

SERVD Service Delivery

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.