Senior Consultant, Client Feedback

LPL Financial • Charlotte, TX

4d

About The Position

The Senior Consultant, Client Feedback plays a key role in delivering a high‑quality client experience by supporting the day‑to‑day execution of the firm’s closed‑loop feedback process. This role is responsible for coordinating client feedback responses and serving as a primary point of connection between clients and internal subject matter experts (SMEs). The Senior Consultant, Client Feedback focuses on operational consistency, responsiveness, and follow‑through, ensuring feedback is acknowledged, routed, and tracked in a timely and professional manner. Working closely with program leadership, the role supports escalation management, adheres to established governance, and contributes to a positive, client‑centric experience through disciplined execution.

Requirements

• 3-5 years’ experience in client experience, feedback management, operations, or service quality roles.
• 1+ years’ experience in the wealth management industry.
• Bachelor’s degree in communications, business administration, social sciences or related field, or equivalent years’ work experience.
• Demonstrates strong accountability and follow-through, taking ownership of work and outcomes while maintaining accuracy, honoring commitments, and upholding quality and integrity.
• Delivers consistent, high-quality results by understanding and anticipating internal and external client needs, ensuring timely, accurate outcomes with strong attention to detail.
• Works effectively across cross-functional teams, building positive relationships and coordinating efforts across multiple stakeholders to achieve shared goals.
• Communicates clearly and professionally in both written and verbal formats, adapting tone, clarity, and level of detail to suit the audience and context.
• Successfully manages multiple priorities in a fast-paced environment, meeting deadlines and SLAs while demonstrating sound judgment, proactive problem-solving, and appropriate escalation of issues.

Nice To Haves

• Experience with feedback systems, CRM tools, case management platforms, or operational workflows is a plus.
• 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.

Benefits

• 401K matching
• health benefits
• employee stock options
• paid time off
• volunteer time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior