Operations Coach-U

Ameriprise•Minneapolis, MN

12d

About The Position

We have an exciting opportunity for an Operations Coach to join our team at Ameriprise! Provide guidance, coaching and indirect leadership to peers on operations processes, policies, and techniques for transaction requests and inquiries from advisors, clients, and other partners. Research and respond to advanced issues and resolve problems, as needed. Assist in quality management processes and serve as an authority for various business-driven initiatives. Ensure processing of transactions follow industry rules/regulations and internal compliance procedures.

Requirements

Education: High school or GED
Experience: 3-5 years of relevant experience. Post-secondary education and relevant work experience may be interchanged to meet the combined total years of minimum required qualifications for education and experience.
3+ years of experience in a service call center or transaction processing.
Strong attention to detail, with the ability to work under tight time frames and deadlines, while achieving a high degree of accuracy.
Effective written and verbal communication skills.
Shown ability to research and resolve issues, with confirmed analytical and problem-solving skills.
Ability to build and maintain strong, positive relationships and influence others without having direct leadership accountability.

Nice To Haves

Product-specific or financial services industry experience.
Experience with Ameriprise customer policies and procedures.
Banking specific background with work around Wires, ACH and Checks
Previous experience working on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
Prior experience coaching or providing indirect leadership to others.
Strong organizational and communication skills, including the ability to explain complex issues in a clear, understandable manner.
Basic understanding of BETA systems
Experience supporting both incoming and outgoing transfer workflows
Cross‑trained or adaptable to cross‑functional responsibilities

Responsibilities

Research, resolve, and respond to advanced issues regarding complex transaction and inquiry requests.
Provide explanation of policies, resolutions, and steps to advisors, clients and relationship partners.
Mentor peers on processes, procedures and issue resolution.
Provide indirect leadership in training less-experienced peers in new systems and processes. Conduct training as needed.
Complete day-to-day operations processing tasks, such as auditing, processing transactions, and approval of reissued and rewritten transactions, as well as frontline underwriting, where appropriate.
Participates in projects and initiatives and in many cases serves as the expert.
Utilize various computer applications such as Fedline, PD Teller, WebCSR, Vision Archive, to provide operational processing information and take action as appropriate.
May participate in various team or department project requests, as assigned.
Bank Operations research and processing
Audit work
ACH/Wire Research cases
Unclaimed check cases
Check copy cases
ONE NSF database processing
Third Party Letter Database processing