Senior Consultant, Client Feedback

LPL Financial•Fort Mill, SC

1d•$75,396 - $125,660

About The Position

The Senior Consultant, Client Feedback supports the day-to-day execution of LPL Financial’s closed-loop client feedback process, helping deliver a high-quality, client-centric experience. The role coordinates client feedback responses and serves as a primary connection between clients and internal subject matter experts (SMEs). The position focuses on operational consistency, responsiveness, and follow-through. It ensures feedback is acknowledged, routed, and tracked promptly and professionally; monitors service expectations; and supports escalation management in partnership with program leadership. The Senior Consultant also helps maintain established governance, contributes to reporting and workflow improvements, and reinforces client-focused, hospitality-minded behaviors.

Requirements

3–5 years’ experience in client experience, feedback management, operations, or service quality roles.
At least 1 year of experience in the wealth management industry.
A bachelor’s degree in communications, business administration, social sciences, or a related field, or equivalent years’ work experience.
Strong accountability, follow-through, accuracy, and integrity.
Ability to deliver timely, accurate results with attention to detail and awareness of internal and external client needs.
Ability to collaborate across cross-functional teams and coordinate multiple stakeholders.
Clear, professional written and verbal communication skills, with the ability to adapt to the audience and context.
Ability to manage priorities and deadlines in a fast-paced environment, demonstrate sound judgment and proactive problem-solving, and escalate issues appropriately.

Nice To Haves

Experience with feedback systems, CRM tools, case management platforms, or operational workflows.
Experience with Medallia.
Exposure to Tableau.

Responsibilities

Manage and triage incoming client feedback, ensuring timely acknowledgment, accurate routing, and closed-loop communication.
Serve as a quality control checkpoint for consistent, professional client communications.
Monitor timelines and service level expectations, flagging risks or delays and escalating issues as appropriate.
Partner with feedback SMEs to support delivery of responses by tracking progress, sending reminders, and reinforcing expectations.
Identify stale or aging feedback items and proactively re-engage stakeholders to move items forward.
Participate in working sessions or support touchpoints with SMEs to address complex or sensitive feedback, escalating as needed.
Maintain assigned SME coverage areas by supporting topic alignment and onboarding activities.
Contribute to feedback reporting and governance activities by identifying issues, suggesting improvements, and following established workflows.
Demonstrate and reinforce client-centric and hospitality-minded behaviors through daily actions and interactions.