Associate Service Consultant

LPL Financial•Fort Mill, SC

1d•Onsite

About The Position

The Associate Service Consultant-Estate Team serves as a subject matter expert for advisors, clients, and internal business partners on the inheritance and divorce process, assisting our clients with the distribution of assets to beneficiaries who are inheriting an account from an LPL client. Responsibilities for this role include taking inbound calls from our advisors, clients, and internal partners focused on resolving estate and divorce inquiries related to an LPL account. In addition to phone calls, service consultants also spend time reviewing and processing documents and paperwork submitted by advisors and clients to facilitate the distribution of assets to named beneficiaries from an LPL account. This requires great attention to detail, and may involve reviewing legal documentation, assessing and mitigating risks to the firm, and communicating needs and requirements to complete the distribution process. This role also handles escalated inquiries and assists with information sharing, as well as coaching and guidance for our advisors on how to navigate the complexities of the inheritance and divorce processes. Our team’s main priority is to create a reliable support system for our advisors so they can easily navigate through estate-related inquiries on behalf of their clients and ultimately grow and strengthen their practice. This role requires a strong customer focus and work ethic to provide top-tier service experience. Additionally, the Cash Management Operations department offers opportunities to participate and contribute to team projects and training that supports your career development and advancement.

Requirements

2+ years in brokerage/financial services client-facing or operations experience (comparable experience may be considered)
MS Office experience (Access, Excel, PowerPoint, Outlook, Teams, Word)
Must have excellent verbal, listening, and written skills
Excellent phone communication skills
Extremely organized
Adaptive and flexible
Ability to multi-task in a fast-paced environment

Nice To Haves

Previous experience with trust/estate or legal administration (Beneficiary claims, retirement accounts, etc)
Experience in high call volume environments and experience with increased volumes during peak season
Experience de-escalating calls and providing solutions to external clients
Experience with enforcing policies and procedures
Bachelor’s degree; preferably in business, accounting, or finance
SIE, Series 7 & 63

Responsibilities

Providing outstanding service through phone support with complex inheritance/divorce-related issues via an inbound call center environment, by taking ownership of each inquiry as the main point of contact and providing “First Call Resolution” when possible.
Taking ownership and following through with complex and escalated cases that result in follow-up calls and processing.
Ensuring that requirements are being accurately communicated and answering questions related to the inheritance process.
Use excellent decision making and communication skills to process estate and divorce claims through to completion; this includes reviewing paperwork to ensure that documents comply with regulatory requirements and department standards for distribution, processing paperwork received accurately to mitigate risk to the firm.
Communicating in an empathetic and professional manner due to the sensitive nature of Estate and Divorce situations.
Reviewing documentation such as letters of testamentary, trust agreements, Qualified Domestic Relations Order, divorce decrees, and other estate-related paperwork as it pertains to both death and divorce situations.
Keeping apprised of and promoting new processes and controls; provide feedback and process improvements to drive the business forward.
Contributing to a team environment by demonstrating the ability to interact, support and engage with coworkers to achieve team and department goals.