Service Center Manager
LPL Financial•Charlotte, NC
•Hybrid
About The Position
The Service Center Manager is a full-time position reporting to the AVP, Service Center. This position will manage 10 - 15 Service Professionals in the LPL Financial Service Center. The Service Center is the first point of contact for LPL Financial Advisors who have inquiries related to service and operational needs. The ideal candidate would have experience managing a Client Support call center team.
Requirements
- Experience as a team lead or manager of a team
- SIE required to apply.
- Series 7 can be obtained within 90 days of employment
- Proven ability to successfully manage multiple responsibilities and meet deadlines
Nice To Haves
- Bachelor’s Degree or 6+ years progressive experience in related fields
- Financial services or FinTech experience
- Training in multiple skills Move Money, Transfers, New Accounts and Direct Business
- Call center or service center high volume call and team management
- Professional coaching certifications
- Knowledge of project management tools and techniques
- Experience managing hybrid employees (in-office and remote)
Responsibilities
- Handle Financial Advisor immediate escalations needing management contact and advanced support issues
- Monitor, coach, set performance goals, and motivate staff
- Help frontline agents with question from advisors and office staff.
- Assist in the training process of support staff.
- Track their training progress and decide when they have reached milestones to move them on the next level of training
- Administrative management duties: timecard approvals, interviews, review time off requests, track attendance etc
- Provide superior customer service to a large base of financial advisors by handling incoming phone calls when needed including escalations
- Advise AVP/VP when there is a need for progressive counseling of a Service Professional.
- Assist in writing and presenting the action plan and guidance to improve the Service Professional’s performance
- Monitor Frontline ACD performance reports looking for trends and areas of improvement
- Interview and make staffing decisions for hiring Service Professionals
Benefits
- 401K matching
- health benefits
- employee stock options
- paid time off
- volunteer time off
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
