Client Experience Manager

LPL Financial•Fort Mill, SC

1d•$28 - $47•Onsite

About The Position

The Client Experience Manager (CEM) in Client Compensation is responsible for owning escalated matters to completion and partnering with closely related business units to solve an issue. This role partners with technical analysts to produce data results and is responsible for understanding and presenting the issue in an advisor-friendly format, setting proper expectations and managing corrections to completion between business units.

Requirements

5+ years of service or comparable experience
3+ years of experience in Financial Services industry or comparable experience
3+ years of proficiency in Microsoft Excel skills (e.g. pivot tables, advanced functions)
Proven success working in customer service-related field
Understanding of the advisor role
Organizational and critical thinking skills
Strong verbal and written skills
Excellent phone communication, listening, and consultation and de-escalation skills – with a focus on understanding each advisor’s unique needs

Nice To Haves

Knowledge of how LPL Commission and Operations
Experience with white glove customer service to advisors
Experience with commissions systems (Oracle)
Phone service experience, managing a mailbox
Microsoft Suite experience (Word, PowerPoint, Outlook, Teams)
Securities Industry Essentials (SIE) Certification
Six Sigma Yellow Belt certification
Bachelor’s degree

Responsibilities

Coordinating workflow and resources on the Commonwealth Compensation team. Also, assisting with clearing requests and efforts for scheduled payout cycles.
Consulting and providing “white glove” tailored service to Commonwealth Advisors.
Processing and correcting any compensation issues for the employee model within a timely fashion.
Sharing trends and pain points with leadership and business partners to find solutions and pursue process improvements.
Providing subject matter support for other business units including coordinating resolution of escalated issues in group chats and individual consultations.
Assisting with service recovery efforts through coordination of resources to resolve issues with aged requests, escalated issues, and other complex activities that degrade the Advisor experience.
Assisting with conversions to Commonwealth throughout the year as the model continues to grow.
Supporting and, at times, leading initiatives to improve and enhance the Advisor experience while positively impacting the broader LPL organization.
Assisting the broader Client Compensation Service team with overflow calls and cases when needed.