Customer Coach-U

Location: Minneapolis, Minnesota, United States

Base salary: $50,800–$76,300 per year, with potential variable pay through bonuses, commissions, and/or long-term incentives.

Company

hirify.global is a diversified financial services company providing financial planning and advice, asset management, insurance, and annuity services to individual, small business, and institutional clients.

What you will do

• Coach phone agents on policies, procedures, systems knowledge, and customer service skills through email, phone, and in-person interactions.
• Mentor agents, provide performance feedback, answer questions, manage escalations, and facilitate customer callbacks.
• Monitor real-time and recorded calls, perform end-to-end error checks, validate results, and communicate quality findings.
• Support new-hire onboarding, training design and delivery, competency assurance, and ongoing mentoring.
• Participate in business projects and process improvement initiatives.
• Educate employees and relationship partners on systems and processes while serving as a backup resource for customer service teams and the team leader.

Requirements

• High school diploma or GED.
• 3–5 years of relevant experience in a service call center or transaction-processing environment.
• Strong knowledge of customer service processes, policies, techniques, and applicable regulations.
• Strong written and spoken communication skills.
• Ability to research and resolve complex, high-priority service issues in a timely manner.
• Ability to influence behavior and performance without direct leadership accountability.

Nice to have

• Product-specific or financial services industry experience.
• Experience with Ameriprise customer policies and procedures.
• Understanding of Life Events processes and procedures.

Culture & Benefits

• Full-time, non-exempt employment in the Client Service job family.
• Competitive benefits including vacation time, sick time, 401(k), and health, dental, and life insurance.
• Most roles are eligible for variable pay through bonuses, commissions, and/or long-term incentives.
• Occasional evening and weekend work may be required.
• Inclusive and accessible recruitment process with reasonable accommodations available.