UPCOMING JOB OPENING
CUSTOMER SERVICE REPRESENTATIVE
IN Las Vegas, NV, USA!

DO NOT TIE to THIS REQ - SEND SUBMITTALS TO: Ameriprise@roseint.com and we will tell you the req to tie to.







Technical Overview



This role supports customers and financial advisors by handling inbound calls related to account services, money movement, and general inquiries. On a typical day, you’ll take a high volume of calls, help troubleshoot issues, process transactions, and guide customers through financial products and systems. It’s a fast-paced, team-oriented environment where adaptability, strong communication, and problem-solving are key to delivering a positive customer experience.







Typical Day-to-Day:







Start of Day



Log into phone and internal systems (multiple tools/screens)

Review any updates (policy changes, system alerts, team notes)

Get ready to take calls—queues are usually already active





Morning: High Call Volume



Take back-to-back inbound calls from customers

Most calls involve:

Moving money between accounts

Answering account or transaction questions

Fixing issues (missing transfers, login trouble, etc.)

While on the phone, you’re:

Verifying customer identity

Navigating systems quickly

Entering or processing requests in real time

?? Expect very little downtime between calls—this is queue-driven work.







Midday: Problem Solving + Coordination



Continue handling calls, but more complex issues may come up:

Escalations (angry or confused customers)

Cases requiring follow-up with internal teams

You may:

Put customers on brief holds to research solutions

Message internal partners for clarification

Document detailed notes for tracking





Afternoon: Transactions + Follow-Ups



Process service requests that came in via:

Online forms

Paper requests

Handle callbacks or unresolved cases

Continue educating customers on:

How to use systems (self-service tools)

Policies and procedures





Throughout the Day



Constant multitasking:

Talking to customers + typing + navigating systems

Measured on:

Call handling time

Accuracy of transactions

Customer satisfaction

Receive coaching or feedback from supervisors

Adjust approach based on feedback to improve performance





End of Day



Wrap up any open cases or notes

Log out of systems and phone queue

Sometimes quick team check-ins or updates





Overall Feel of the Role



High-volume, structured environment

Repetitive core tasks, but different customer scenarios

Requires patience, speed, and attention to detail

Strong focus on accountability and hitting service goals









SPRINT QUESTIONS:



Can you walk me through your experience handling high-volume inbound calls and how you manage efficiency while maintaining quality?

Describe a time when you helped a customer understand a complex process or policy—how did you approach it?

What systems or tools have you used to process transactions or manage customer accounts?

Tell me about a situation where you had to escalate an issue—what led to that decision and what was the outcome?

How do you stay organized and ensure accuracy when handling multiple customer requests at once?









SUBMITTAL SHOULD INCLUDE:



Two Digit Birth Month/Two Digit Birth Day/last 4 of SSN



CLIENT: Ameriprise

JOB TITLE: Customer Service Representative

JOB ID: 1497

DURATION: 6 months

HOURS: Mon–Fri (Training: 8:00am–4:30pm CST; Post-training: 8:00–4:30 or 8:30–5:00 CST)

LOCATION: Las Vegas, NV 89169 (3883 Howard Hughes Pkwy; Ste 300) OR Minneapolis, MN 55415 (901 3rd Ave S)

BILL RATE: $28/hr

SUGGESTED PAY: $20.25/hr



# of Positions: 7 - 8







Interviews: In Person only (either Minneapolis or Las Vegas) – week of 5/11 or 5/18



Start Date: June 8th



Onboarding Requirement: Will need to do fingerprinting for background







Required Skills



• Previous customer service experience

• Strong verbal communication skills and ability to assist callers effectively

• Ability to learn quickly and adapt to change in a highly regulated environment

• Critical thinking and problem-solving skills

• Ability to navigate multiple computer systems simultaneously

• Positive attitude and strong customer-focused mindset

• Ability to handle high call volumes in a fast-paced environment







Desired Skills



• Experience in financial services or banking industry

• Familiarity with call center environments

• Experience handling money movement or account servicing

• Ability to troubleshoot technical or system-related issues

• Experience working in regulated environments







Job Duties



• Interact directly with customers, predominately via a high-volume, in-bound phone queue, to provide accurate and timely resolution for money movement and service requests while utilizing appropriate internal computer applications to meet or exceed service goals.

• May enter money movement requests on behalf of the customer.

• Develop an understanding of systems and procedures to educate clients and advisors directly on services as they arise to facilitate efficient self-service.

• Serve as a resource for customers on company or product policies and systems and troubleshoot usability issues raised by customers as well as provide education to customers.

• Effectively leverage available resources to aid in making good decisions for different courses of action, act with a clear sense of ownership, follow through on commitments, escalate to avoid missing a deadline, learn quickly when facing new situations to positively impact customer effort and overall service experience.

• Translate feedback into accountable results to improve processes, efficiency targets, and caller experience based on guidance from peers, coaches, and/or leaders.

• Respond directly to information requests initiated by customers using a variety of systems.

• Provide information to clients, advisors, or relationship partners, and work with internal partners to resolve any outstanding questions.

• Process routine service transactions, or resolve account service casework, which have been initiated by web-based or paper forms using computer applications in a timely manner to meet or exceed service goals.







Typical Day



• Handling a high volume of inbound customer calls

• Assisting with account inquiries and money movement requests

• Navigating multiple systems to research and resolve issues

• Educating customers and advisors on services and processes

• Collaborating with internal teams to resolve outstanding issues

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**